Product Manager

ROLES AND RESPONSIBILITIES:

As the G1 Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the company suite. You’ll oversee L3 support operations across all products, manage customer escalations, drive cross-team resolution, and build processes for visibility, accountability, and continuous improvement. This is a cross-functional, high-impact leadership role, working across engineering, QA, DevOps, customer support, and product teams to ensure that every issue is tracked, resolved, and learned from—within SLA and with a customer-first mindset.

YOU WILL-

Incident & Ticket Management:

• Own end-to-end L3 technical support governance across company products (ERP, POS,OMS, etc.)
• Ensure customer issues are responded to and resolved within defined SLAs
• Drive prioritization, root cause resolution, and engineering coordination across product teams
• Personally manage and de-escalate high-severity issues with customers and internal teams

Process & Metrics Ownership:

• Define, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practices
• Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc.
• Establish strong feedback loops to engineering/product based on recurring issues

RCA & Knowledge Management:

• Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insights
• Lead trend analysis to preempt issues and recommend long-term fixes or product hardening
• Build and maintain a knowledge base to improve internal resolution efficiency

Customer Interaction:

• Engage with enterprise customers on complex or long-running tickets
• Serve as a trusted escalation point for strategic clients
• Collaborate with Customer Success and Implementation teams for seamless client experience

Collaboration & Leadership:

• Coordinate with Product Architects and Engineering Heads to ensure ticket resolution
• Build and mentor a lean L3 support team or tiger squads when required
• Drive a culture of accountability, learning, and proactiveness in technical support

IDEAL CANDIDATE:

• 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products
• Strong experience handling customer escalations, RCAs, and cross-team ticket resolution
• Solid technical background (understanding of APIs, microservices, database queries, logs, debugging)
• Expertise in support tooling: Freshdesk, Jira, ServiceNow, etc.
• Excellent communication skills—able to speak fluently with both customers and engineers
• Data-driven mindset for reporting, insights, and stakeholder updates
• Experience working in retail tech, ERP, or platform businesses is a big plus

PERKS, BENEFITS AND WORK CULTURE:

• Comprehensive health insurance coverage.
• Excellent rewards and recognition policy.
• Transparent compensation policy with no unnecessary deduction in CTC.
• Annual company off-site and a variety of events, celebrations throughout the year.
• Travelling opportunities between our offices across the country.
• Annual company walkathon & related sporting events.
• Quarterly Coffee with CEO.

About the Role:

We are seeking an experienced Campaign Manager to lead the planning, execution, and optimization of digital marketing campaigns across multiple social media platforms. The ideal candidate is a strategic thinker with hands-on experience in digital advertising, content strategy, and lead generation—particularly across APAC, US, and UAE markets.

Key Responsibilities:

• Develop and execute digital marketing strategies across platforms such as Meta (Facebook, Instagram), LinkedIn, Google Ads, YouTube, TikTok, and X (Twitter).
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• Plan and manage end-to-end campaign lifecycles, including audience segmentation, ad creation, targeting, budgeting, and performance optimization.
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• Multi-Channel Campaign Management: Plan, execute, and optimize lead generation campaigns across various online and offline channels. This includes digital marketing (SEO/SEM, content marketing, social media marketing, email marketing, webinars, online advertising) and outbound activities (targeted outreach, industry events, networking).
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• Collaborate with creative teams to produce compelling and on-brand ad content (copy, visuals, and videos).
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•  Lead Generation Strategy Development: Define and implement comprehensive lead generation strategies encompassing learning/e-learning, localisation, and translation services, aligning with overall sales and marketing objectives. This includes identifying target audiences, understanding their needs, and determining the most effective channels to reach them.Manage lead generation campaigns across global markets with a strong focus on APAC, US, and UAE regions.
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• Performance Monitoring and Analysis: Track, measure, and analyze the performance of lead generation campaigns using relevant metrics. Provide regular reports and insights to the sales and marketing teams, recommending optimizations for improved results.
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• Optimize campaigns based on data-driven insights to improve efficiency and maximize ROI.
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• Content Strategy Collaboration: Work closely with the marketing team to develop compelling content that attracts and converts target prospects for learning/e-learning, localisation, and translation products/services.
• Market Research and Competitive Analysis: Conduct ongoing market research to identify new lead generation opportunities, understand industry trends in learning/e-learning, localisation, and translation, and analyze competitor activities.
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• Stay updated on emerging digital marketing trends, tools, and technologies to drive innovation.
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Required Skills & Qualifications:

• Bachelor’s degree in Marketing, Business, Communications, or a related field (Master’s degree preferred).
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• 5–8 years of experience in digital marketing campaign management or performance marketing.
• Strong understanding of lead generation strategies and digital funnels globally, particularly in APAC, US, and UAE markets.
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• Proficiency with marketing tools such as Google Ads Manager, Meta Business Suite, LinkedIn Campaign Manager, HubSpot, or similar platforms.
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• Excellent analytical skills with the ability to interpret campaign data and optimize accordingly.
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• Strong project management, communication, and collaboration skills.
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• Creative mindset with attention to detail and ability to work in fast-paced environments.
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Preferred Qualifications:

• Experience with B2B and B2C digital marketing campaigns.
• Experience with e-learning,Learning &development or training industries

Familiarity with marketing automation tools (HubSpot, Marketo, Pardot, etc.).

Job Summary:

We are looking for a highly motivated and skilled Service Desk Analyst with expertise in call handling and ticket management. The ideal candidate should possess strong troubleshooting skills, experience with ITSM tools, and familiarity with US customer support in a 24x7 operational environment. Retail domain knowledge and certifications such as ITIL, Google, or AWS will be an added advantage.

Key Responsibilities:

• Handle inbound calls and manage IT service requests and incidents efficiently

• Create, update, and resolve tickets using tools such as ServiceNow, BMC Remedy, etc.

• Provide support for client environments including AVDI, Citrix, and Windows-based systems

• Perform basic Windows OS and network connectivity troubleshooting

• Update and maintain Knowledge Base (KB) articles

• Ensure shift adherence and active participation in shift handovers and team huddles

• Collaborate with cross-functional teams for issue resolution

• Support retail technologies such as POS systems, pin pads, MDM, and virtual interfaces

• Maintain high levels of customer satisfaction through professional communication and timely resolution

Required Skills:

• Proven experience in a service desk/call center role handling US customers

• Hands-on experience with ITSM tools like ServiceNow, BMC Remedy

• Familiarity with Citrix, AVDI, and Windows troubleshooting

• Basic understanding of network connectivity (LAN/Wi-Fi/IP-related issues)

• Excellent verbal and written communication skills

• Ability to work in a night shift and rotational 24x7 schedule

• Strong team collaboration and time management skills

• To be able to handle clients on their own. Responding to client inquiries in a timely and professional manner.
• Regularly interacting with team through telephone calls, email communications, or virtual meetings.
• Proficiency in Microsoft Office and Virtual Platforms like Zoom / MS Teams / Google Meet. Effective communication skills.
• Excellent organizational and time management skills.
• Strong analytical and problem-solving skills.
• Should be a team player.
• Travel out of station will be required as per demands of the projec

Role = Front desk Executive

Location = Powai and Santacruz, Mumbai

Working days = 6-day working

LOOKING ONLY FOR FEMALE CANDIDATES

MUST HAVE EXPERIENCE OR KNOWLEDGE OF Zenoti Software

Job Description for Front Desk

• Keep front desk tidy and presentable with all necessary materials (calculator, pen, printer etc)

• Greet, communicate and welcome clients with a smile.

• Make client comfortable and can offer refreshment (like water, tea, & coffee etc)

• Answer questions and address grievances

• keep updated records and files of the clients

• Familiarity with EcoGreen & Zenoti

• Answering All incoming calls and redirecting them or keeping messages.

• Direct clients to the appropriate doctors , therapists with whom appointment is fixed with assigned room.

• Be familiar with procedures for handling all aspects of customer complaints or disputes.

• Should be able to handle bookings and process billing part and follow up with clients for balance payment.

• Asking them to book the next appointment while they done with treatment

• Maintain a professional environment and brand decorum.

• Should have a client schedule ready before the client arrives.

• ensuring to inform the client about the waiting time and about the delays in their schedules.

• Responsible for sharing the incident sheet and reporting it to the clinic manager.

• Responsible for escalating client issues to concerned doctors .

• Ensuring timely redemption of packages and sessions

• Ensuring Timely to close bills and pre paid balance of clients

• Responsible for handing over hard copies of service product bills and customer copies if a card is being swiped.

• Responsible for arranging/coordinating

or keeping ready the machines for movement between the rooms

Talent Acquisition Role Responsibilities are given below:

Building Talent Pool

• Determining the current staffing needs of an organization

• Lead the sourcing strategy to identify the potential talent

• Identify and manage the external sourcing partners

• Responsible of hiring Top management hiring

• Identify the process gaps and reengineer the process as and when required

• Devising the technical assessment for selection procedure for various roles

• Creating a salary benchmarks and manage consistency for all the roles/locations

• Should make sure that the salary proposal are well within the defined budgets

• Creating a pool of blacklisted companies and employees whom the organization

• should refrain from hiring and vice versa

• Collaborating with the Department Heads and Divisional heads to identify the

• Challenges and resolutions

• Expertise in head hunting of candidates

• Should plan for reduction of drop out % rate

• Responsible for incorporating best industry practices for recruitment

• Ensure the reduction in early attrition

• Create a potential pipeline for future hiring

Sourcing Strategy

• Identify the right source of recruitment mix for the company

• Proactively connecting with prospective institute and organization for hiring such as

• Campus Recruitment, Job Portal, Ads, Contract Hiring, Offline Hiring, Consultancy

• Promoting the Kinara Brand amongst all stakeholders

Vendor Management

• Right consultant for right role

• Identifying the right vendor for every specialized roles and skills

HO & Field Hiring

• Recruitment & Onboarding for all the levels

BGV

• Neatly we do the BGV, strongly, oral or through IDFY

Pipeline Creation

• Creating the talent pool as a backup

• Strategy to reduce the early attrition

• Strategies to screen the right profiles, less rejection

Budgeting

• Ensure budget and cost optimization of the organization

HRMS

• How effectively the usage of HRMS in place by reducing the manual efforts

Other Requirements:

• Similar Industry market knowledge

• Team handling experience

• Have worked in the strategical capacity

Skills and Competencies:

Technical Skills

• Data Analysis and Reporting

• Have prior experience in handling HRMS tool

• Stakeholders Management

• Excellent in Analytics

Soft Skills

• Resourcefulness

• People Management

• Communication

• Time management

• Team management

About the Role-

Thinking big and executing beyond what is expected. The challenges cut across algorithmic problem solving, systems engineering, machine learning and infrastructure at a massive scale.

Reason to Join-

An opportunity for innovators, problem solvers & learners.  Working will be Innovative, empowering, rewarding & fun. Amazing Office, competitive pay along with excellent benefits package.

Requiremets and Responsibilities- (please read carefully before applying)

• The overall experience of 3-6 years in Java/Python Framework and Machine Learning.
• Develop Web Services, REST, XSD, XML technologies, Java, Python, AWS, API.
• Experience on Elastic Search or SOLR or Lucene -Search Engine, Text Mining, Indexing.
• Experience in highly scalable tools like Kafka, Spark, Aerospike, etc.
• Hands on experience in Design, Architecture, Implementation, Performance & Scalability, and Distributed Systems.
• Design, implement, and deploy highly scalable and reliable systems.
• Troubleshoot Solr indexing process and querying engine.
• Bachelors or Masters in Computer Science from Tier 1 Institutions

The AWS Cloud/Devops Engineer will be working with the engineering team and focusing on AWS infrastructure and automation.  A key part of the role is championing and leading infrastructure as code.  The Engineer will work closely with the Manager of Operations and Devops to build, manage and automate our AWS infrastructure. 

Duties & Responsibilities:

• Design cloud infrastructure that is secure, scalable, and highly available on AWS
• Work collaboratively with software engineering to define infrastructure and deployment requirements
• Provision, configure and maintain AWS cloud infrastructure defined as code
• Ensure configuration and compliance with configuration management tools
• Administer and troubleshoot Linux based systems
• Troubleshoot problems across a wide array of services and functional areas
• Build and maintain operational tools for deployment, monitoring, and analysis of AWS infrastructure and systems
• Perform infrastructure cost analysis and optimization

Qualifications:

• At least 1-5 years of experience building and maintaining AWS infrastructure (VPC, EC2, Security Groups, IAM, ECS, CodeDeploy, CloudFront, S3)
• Strong understanding of how to secure AWS environments and meet compliance requirements
• Expertise using Chef for configuration management
• Hands-on experience deploying and managing infrastructure with Terraform
• Solid foundation of networking and Linux administration
• Experience with CI-CD, Docker, GitLab, Jenkins, ELK and deploying applications on AWS
• Ability to learn/use a wide variety of open source technologies and tools
• Strong bias for action and ownership