🏢 About Avhan Technologies Pvt. Ltd.
Founded in Mumbai, Avhan Technologies Pvt. Ltd. has spent over a decade pioneering real-time communication and automation technologies for enterprises across BFSI, Insurance, Healthcare, Automotive, and Education sectors.
Avhan has been the silent engine powering millions of daily customer interactions through its enterprise-grade contact center, voice, and digital engagement platforms.
Today, Avhan is transforming itself into a next-generation, cloud-native technology company — re-engineering its proven communication stack into an AI-driven, microservices-based platform that will redefine how businesses operate, collaborate, and deliver outcomes globally.
🌐 About Jodo World – The CEBP Framework
Jodo World is Avhan’s flagship CEBP (Communications-Enabled Business Processing) cloud framework — designed to fuse real-time communications, AI automation, data, and human collaboration into a single execution environment.
Unlike legacy CRM or workflow systems, Jodo World is built to enable:
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Instant, geography-free execution — where voice, chat, video, and data unite in real time.
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AI-human collaboration — with multilingual agents, automation bots, and digital twins working alongside human teams.
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Compliance-by-design operations — aligned with GDPR, DPDP, and enterprise-grade audit requirements.
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Modular SaaS offerings such as Jodo Link, Jodo C3, WebACS++, Jodo Toolbar, and Developer SDKs, serving SMBs, enterprises, and global partners.
In essence, Jodo World is not another software suite — it is the execution fabric for the borderless, AI-powered business world.
🚀 Current Stage
Avhan Technologies and Jodo World are in the Scale-Up Phase — transitioning from a successful bootstrapped enterprise to a global SaaS platform preparing for Series-A funding.
Key milestones underway:
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Migration from legacy monolithic systems (Java/Tomcat) to microservices and serverless architecture on AWS multi-region cloud.
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Launch of Phase-1 SaaS products for SMB onboarding and partner ecosystems.
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Integration of AI agents, multilingual support, and workflow automation into the live production stack.
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Establishment of a DevSecOps and Product Leadership organization to support exponential global growth.
This is a defining moment — where a proven enterprise technology company is reinventing itself into a global AI-native cloud platform that will power the next generation of business operations.
Location: Mumbai – Dadar (West)
Reporting To: CTO
Direct Reports: 3–5 Support / Implementation Engineers
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CLOUD & DEPLOYMENT CONTEXT
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Jodo World operates across:
– AWS Public Cloud (multi-region SaaS)
– AWS Private Cloud (customer-dedicated VPC deployments)
– Hetzner Cloud (EU-based, cost-optimized workloads)
The Support Manager is expected to operate confidently across all environments,
including vendor coordination and SLA enforcement.
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ROLE SUMMARY
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The Support Manager owns platform reliability, customer-facing execution quality,
and the transition from reactive support to analysis-led, auto-correcting operations.
This role protects:
– customer trust
– platform adoption
– revenue continuity
– brand and valuation
This is an execution ownership role — not a ticket-routing function.
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ADVANCED OPERATIONAL OWNERSHIP
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Operational Analysis & Failure Pattern Detection
– Define and execute deep-dive analysis on recurring incidents, de-gradations, and near-misses
– Identify systemic failure patterns across infrastructure, application, workflows, and usage flows
– Correlate logs, metrics, alerts, and customer behavior to identify true root causes
– Maintain and track a rolling register of “known failure classes” and preventive actions
Auto-Correction & Preventive Execution
– Design and drive automated corrective actions for known failure scenarios
– Partner with DevOps and Engineering teams to:
– auto-restart services
– auto-scale or throttle resources
– auto-heal known error conditions
– Convert manual runbooks into automated workflows over time
– Measure and report reduction in manual intervention
Design Feedback & Platform Improvement Loop
– Identify design flaws, configuration weaknesses, and UX-driven misuse
– Propose concrete design and architecture corrections to Product and Engineering
– Track closure of design issues as first-class operational outcomes
– Represent operations and CX risks in product and design reviews
Customer Experience (CX) Monitoring & Adoption Protection
– Monitor CX and adoption signals:
– onboarding drop-offs
– feature under-utilization
– degraded real-time interactions (voice, video, chat)
– Detect operational breaks that impact adoption, retention, and expansion
– Partner with Product, CX, and Sales teams to remove friction quickly
– Ensure operational metrics are linked to business outcomes
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FUNDED-COMPANY EXECUTION AUTHORITY (NEW)
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Launch & Go-Live Readiness Authority
– Define and enforce operational readiness gates for:
– new customers
– new regions
– major feature releases
– Validate monitoring, alerting, rollback, SOP, and escalation readiness
– Escalate and block launches that do not meet minimum operational criteria
Renewal & Expansion Readiness Support
– Identify operational risks that could impact renewals or expansions
– Proactively flag accounts where CX or reliability may block commercial outcomes
– Partner with Sales and CX teams to stabilize execution before revenue milestones
Support Scale & Operating Model Design
– Define how support scales across customers, regions, and SKUs
– Balance human support, automation, and partner-led execution
– Reduce per-customer support cost as platform adoption grows
– Prepare the support function for 10× scale without linear headcount growth
Audit & Compliance Support
– Participate in customer audits and incident disclosures
– Ensure operational evidence (logs, timelines, RCAs) is audit-ready
– Coordinate with Security and Compliance teams during reviews
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SUPPORT-SPECIFIC OWNERSHIP
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Customer Escalation & Relationship Ownership
– Single operational owner for escalated customer issues
– Lead war-room calls during P1/P2 incidents
– Own written incident closure and corrective action communication
Pre-Sales & Go-Live Readiness
– Support pilots and go-lives with Sales and Delivery teams
– Ensure support readiness before onboarding enterprise customers
Partner & Vendor Support Governance
– Coordinate with AWS, Hetzner, ISPs, and telecom partners
– Track vendor SLA adherence and escalation effectiveness
Support Governance & Discipline
– Enforce RCA depth, ticket hygiene, and documentation standards
– Reject superficial RCAs and insist on preventive outcomes
Support Performance Metrics (Owned)
– MTTR, FRT, Repeat Incident Rate
– Auto-correction coverage (% incidents auto-healed)
– CX-impacting incidents
– Adoption-impacting operational issues
– Documentation and automation coverage
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DESIRED SKILLS & EXPERIENCE
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Core Experience (Mandatory)
– 6–10 years in SaaS / platform support / operations roles
– 3+ years in Support Lead / Manager roles with escalation ownership
– Proven experience driving preventive ops and systemic fixes
Advanced Operational Skills
– Strong analytical ability across logs, metrics, and usage data
– Experience driving auto-healing and preventive ops
– Ability to convert ops issues into design and architecture feedback
– CX and adoption-aware operational thinking
Cloud & Infrastructure
– AWS: EC2, VPC, IAM, ALB/NLB, Auto Scaling, CloudWatch
– Private Cloud operations on AWS
– Hetzner Cloud operations
– Linux production environments
– Java / Tomcat application support
Data, Networking & Protocols
– MySQL / MariaDB
– TCP/IP, VPNs, firewalls
– SIP, HTTP/HTTPS
Leadership & Mindset
– Systems thinker, not ticket thinker
– Comfortable challenging design decisions constructively
– Automation-first, prevention-focused mindset
– Calm execution under pressure
Education
– BE / BTech / MCA / MSc (CS / IT / Electronics)
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FINAL NOTE
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This role exists to ensure the platform scales safely, predictably, and profitably
as Jodo World grows as a funded, global company.
If you want to run systems, protect customers, and prevent failure — this role is for you.
To apply for this job please visit forms.gle.