• Design, implement, and continuously improve scalable enterprise support processes aligned with Itron’s customer‑first values • Define SLAs, severity classifications, escalation paths, and communication frameworks • Oversee ticket triage, prioritization, queue health, and resolution tracking to ensure consistent and accountable execution • Ensure clear, professional, and authentic communication with customers throughout the ticket lifecycle • Drive root cause analysis and partner with Engineering to eliminate recurring issues and elevate product quality • Build and maintain a comprehensive knowledge base and support documentation to improve agility and self-service • Develop dashboards, operational metrics, and executive‑level reporting that offer transparent insights for internal and customer stakeholders • Serve as the escalation point for high‑severity issues requiring technical, operational, or cross‑functional intervention • Uphold enterprise‑grade responsiveness and problem‑solving to maintain customer trust in critical infrastructure environments • Identify recurring friction points and lead collaborative, cross-functional initiatives to resolve them • Represent customer support themes and insights within product, engineering, and solution‑planning forums • Provide technical consultation during implementations, supporting architecture, integration, and configuration best practices • Assist with troubleshooting during early deployments to ensure smooth transitions to steady‑state operations • Act as a subject‑matter expert for complex customer scenarios requiring advanced problem diagnosis or systems understanding • Own ongoing support for customer‑specific configurations, integrations, environments, and deployed solutions • Ensure seamless transition from implementation to long‑term support with high‑quality documentation and knowledge handoff • Monitor recurring issues and proactively recommend improvements to enhance solution stability and customer value • Serve as a long‑term technical support point of contact for enterprise customers • Manage and develop India‑based support representatives, fostering an accountable, collaborative, and growth‑oriented culture • Set clear expectations for performance, quality, SLAs, and customer communication • Provide coaching, continuous feedback, and career development opportunities • Partner with Engineering leadership to maintain effective escalation workflows and operational alignment • Build a scalable global support coverage model that meets the needs of a growing enterprise customer base • Participate in hiring as support volume and team capacity expand