- Company: Roblox
- Location: Gurugram, Haryana, India
- Job type: Full-time
About the role
Roblox is hiring a Manager of Product Support Incident Management to join the Trust and Safety Operations team in Gurugram. You will report to the Trust & Safety India Operations Manager. This position focuses on leading the team that handles technical escalations, supports product reliability, and manages high-impact incidents affecting Roblox users and the platform. You will coordinate across multiple teams to ensure rapid response, minimize customer impact, and improve operational efficiency while maintaining high service quality.
Responsibilities
- Lead and Mentor: Manage a team of Specialists responsible for incident response and technical escalations, providing coaching and performance management.
- Drive Issue Management: Oversee the end-to-end incident management lifecycle, ensuring SLAs are met for critical issues and serving as the final point of escalation for complex cases.
- Incident Management Strategy: Coordinate incident response activities, set up virtual command centers, and provide regular updates to upper management on operational status and performance metrics.
- Cross-Functional Collaboration: Work with Knowledge Management, Training, and Quality Assurance teams to ensure process adherence and implement quality control measures.
- Strategic Partnership: Act as a thought partner to product support, aligning on goals for launch readiness and building quality escalation principles into initiatives.
Requirements
- 10+ years of experience in technical support or operations.
- At least 2+ years in a people management role, preferably in a high-growth tech environment.
- Strong ability to translate complex data into actionable business strategies.
- Proficiency in SQL or Python to audit team dashboards and validate data-driven decisions is highly preferred.
- Demonstrated success in reducing operating costs and improving metrics such as Automation Rate, Contact Rate, CSAT, and Quality scores.
- Deep familiarity with CRM tools (Zendesk), Jira, and automated ticketing workflows.
- Willingness to participate in shift rotation for 24/7 operations, including on-call duties and weekend coverage.
Pay and benefits
Roblox provides equal employment opportunities to all employees and applicants. The company prohibits discrimination and harassment of any type. Roblox also provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process. Note: The statement regarding US work authorization and H-1B sponsorship applies only to US-based roles and does not apply to this position in India.
How to apply
Apply directly on Roblox’s own careers website. Omadaily never charges job seekers.
