Job Description

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Responsibilities:

Managing a team of Support Engineers to achieve business objectives around KPI attainment and operational excellence.

Setting team goals in alignment with Global Support objectives and assisting the team members in the definition and attainment of individual goals.

Ensuring that the team leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.

Ensuring the delivery and completion of technical and soft-skills training for direct reports. Managing workflows and schedules for the team to ensure adequate and equitable workload coverage.

Managing and communicating about customer escalations for your direct reports when necessary.

Collaborating with other departments

Conducting triage on incoming Tickets (all ITIL tools preferred)

Research and document user issues to a technical degree for the IT team

Learn and understand the internal business processes

Interact on a daily basis with end user queries to provide internal support

Summarize the technical scope of support issues for the internal team

Manage, communicate, and deliver the routine platform refreshes, updates, and feature changes

Serving as a mentor, knowledge resource, and escalation point for the team, building credibility and trust within the team.

Reviewing team KPIs on a daily basis and keep the team progressing towards optimal levels.

Non-Technical Skills:

Excellent Written/Oral communication skills in English

Quick learner

Passionate for technical excellence

Self-motivated worker, that can complete tasks under minimal supervision

Ability to work under pressure

Team Player

Comfortable performing component demonstration in front of key business holders, PMs, and clients

Salesforce Admin, PD1 Certified and ITIL Certified preferred.

Warm Regards,

Rinka Bose-Talent Acquisition Executive

Nivasoft India Pvt. Ltd.

Mobile: +91-9632249758 (INDIA)| 732-334-3491 (U.S.A)

Email: rinka.bose | Web: