Position: Senior Support Manager
Company Overview:
Our client is a Software Development, Digital Marketing and IT Consulting firm, provides credible web solutions that foster business growth. They help accelerate the digital transformation journey by using tested solutions as well as innovative methods.
Their dynamic team comprises of Web Software Developers, Cloud Architects, Technical Consultants, Data Administrators, IT Security experts, DevOps
Professionals & Digital Marketing experts among others who deliver customized solutions tailored according to your business needs. Our experts identify which areas of our clients business can benefit from our services.
Job Overview:
Responsibilities:
- Experience in a technical support role, proven analytical skills, and strong communication skills are a must. The Support Manager should be comfortable acting as an escalation point with customers, development teams, DevOps, IT Infra, and sales teams, and be able to manage projects through to completion.
- Manage support operations. Ensure incoming chats, emails, tickets, and calls are handled with the highest level of quality and efficiency. Be the single point of escalation for any production incident from External or Internal stakeholders. Handle the escalations, effectively communicate with a business user and developers, and participate in
calls resolving outages.
- Daily operation and management of the Technical and Product Support team through the effective use of resources, including scheduling, staff development, and management of client escalations.
- Maintain a deep understanding of the product application including the various features and configuration options to be able to provide the required guidance to support engineers.
- Perform as a Duty Manager and assume full operational control of the unified TAC during your shift managing critical cases, customer escalations and meeting SLA- s, scheduled activities.
- Ensure timely and effective escalations. Monitor and Track the same
- Work on critical and complicated cases along with Escalation engineers, Engineering team and Senior management
- Coach, mentor and educate TSEs on a need basis on case handling, process adherence and ensure enhanced productivity
- Independently take ownership of problems and steer/drive to resolution
- Report complex technical issues up to higher management and executives
- Suggest areas where the team requires improvement on technical and soft skills
Requirements:
- Understanding of application components and functionality; i.e. relational databases (MySQL, MS SQL Server), NoSQL databases (Dynamo DB, AWS Aurora, MongoDB, Redis, etc.), Web servers (Apache, Nginx, etc.).
- Scripting knowledge in any programming language is an added advantage
- Monitoring system (Nagios, Zabbix or any other)
- Experience with virtualization technologies like VMware, Xen, HyperV, etc would be an added advantage
- Experience in cloud technologies, serverless architecture would be an added advantage
- Knowledge of PHP, Dot Net, Java, Angular 8 is nice to have
- Ability to create reports using standard business tools
- Clear understanding of TAC business metrics
Qualifications:
Related Technologies:
- Jira
- Freshdesk
- SQL & Workbench equivalent tools
- Excel
Tuesday, April 06, 2021
Senior Support Manager - SQL Server/Jira (7-11 yrs) (SKS Enterprises)
