Job Description

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Job Category Customer Success Group

Job Details

Job Category

Customer Success Group

Job Details

The Manager, of Technical Support, is responsible for ensuring the success of our customers by effectively managing a team of Technical Support Engineers and associated support projects and processes. This role involves managing case assignments and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented, and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

Location: Hyderabad
Work Hours: We are a 24x7 Support Hub, the candidate hence needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time.

Experience/Skills Required:

Overall work experience of 10+ years, Strong people management expertise of at least 4 to 5+ years in technical support management roles.

Strong Experience in managing technical support professionals.
Solid, functional knowledge of software integrations with a good understanding of middleware and runtime.

Functional or technical knowledge of web services and Data Transformation.

Experience with support tools and phone systems.

Excellent written and verbal communication skills.

Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.

Continuously raises the bar on what defines customer service delivery.

Excellent situational awareness in handling objections in dynamic customer environments.

Leading cross-functional collaboration across global teams

Self-motivated takes initiative assumes ownership and runs programs with minimal supervision

Drive stakeholder engagement across peers and senior management

Ability to address and effectively engage large audiences and hold their interest

Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations

Provide guidance, mentoring, training, and delegate responsibilities to managers enabling their professional growth and development

Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management

Strong Escalation management experience with multiple stakeholders including customers and product teams

Demonstrate strong work ethic and advanced organizational skills

Ability to develop and deliver creative business solutions for complex problems

Ability to attract, hire and retain high-performing support professionals

Ability to work on competing priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights

Experience building or managing Developer Support teams.

Detailed Roles/Responsibilities:

We are a 24 hrs 7 days week 365 days center and hence would need candidates who are open to working any shift based on business requirements including Saturday and/or Sunday.

Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals

Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers

Ensure the delivery of high-quality technical and soft-skills training for direct reports

Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals

Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.

Manage workflows and schedules for direct reports and ensure adequate workload coverage

Deliver regular reports that provide qualitative and quantitative descriptions of business performance

Manage key processes including FAQ analysis, case reviews, and customer feedback analysis

Develop and maintain Support procedures and policies

Advocate for customers and define ways to continually add value to the customer experience

Serve as a manager, mentor, knowledge resource, and escalation point for technical support engineers; Build credibility and trust within the support group

Foster and facilitate the professional growth and development of team members

Empower and install confidence in team members to enable them to grow

Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays

Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues

Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management

Skills Desired
Degree or equivalent relevant experience required.
Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc

Industry relevant experience

Have experience in Java development and concepts, including debugging against Java APIs, providing technical solutions, examining thread dumps and threading issues, and hosting services using JEE and/or JSE framework

Experience with JEE Application Servers and Containers (administration, deployment, and/or development in Tomcat, JBoss, WebSphere, Spring, etc.)

Have a good understanding of Middleware and Runtime and have been exposed to Iaas, Paas and Saas

Deep knowledge of Internet technologies and protocols such as HTTP and FTP

Experience with SOAP, REST, Webservices, Tomcat, XML, JMS, WS, and SOA/Integration technologies

Integration product support is preferred. Other integration vendors include IBM, BEA, Oracle, Tibco, etc.
Knowledge of Open Source business and/or past contributions to open-source projects is also favorable

We operate 24x7 which can involve working during one of the below shifts (not limited to shift timing can change) - AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time - 9 PM/10 PM IST onwards depending on Day Light Savings Time) EMEA hours - 12:00 PM/1 PM/2 PM IST onwards depending on Day Light Savings Time APAC hours - 5.30 AM IST onwards. Work hours can change depending on Business requirements

Accommodations

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