Manager, Technical Support Management
1 month ago
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job DescriptionWhat you get to do in this role:
- Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
- Lead efforts to hire, develop, and build a technical team.
- Oversight and participation in Change Management as it relates to Customer Support.
- Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
- Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
- Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
- Represent the Platform, Product and ServiceNow effectively with customers.
- Manage major operations outages and communications to the customers.
- Participate in weekend and holiday on-call rotation as required.
- Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
- Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
- Manage to the company and department’s vision, mission and values.
To be successful in this role you have:
- A minimum of 10 years technical support and service management experience with a minimum of 3-4 years in supervisory role is required.
- Experience managing Enterprise support in a large and complex environment in a web-based service and technology.
- Proven capability of having successfully delivered on support metrics and managed support team.
- Customer first Mind set and a “Get it done” attitude are critical success factors for this role.
- Demonstrated ability to provide exceptional internal and external customer care.
- Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.
- Ability to lead change by effectively building commitment and winning support for initiatives.
- A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills.
- Excellent communication skills, both oral and written.
JV20
Additional InformationServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.
From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.
Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.
-
Technical Product Manager
1 month ago
Hyderabad, India Inspire Brands Hyderabad Support Center Full timeTechnical Product ManagerPOSITION PURPOSE:Subject-matter expert to bridge the gap between the product and technical sideto large scale enterprise software and technology in support of Inspire Brands' digital platforms mobile and web channel implementing service-oriented architecture. Product Manager plays a pivotal role in owning vision, strategy, and...
-
Azure Technical Delivery Manager
1 month ago
Hyderabad, India Claritus management Consulting pvt. ltd Full timeAs a Technical Delivery Manager, you will be responsible for the delivery of the development, project leadership, quality, and timely delivery of the project.- Good technical experience in Azure, DevOps and application migration.- Strong understanding of SDLC and Architecture.- Extensive background in delivering complex projects- Delivery Management...
-
Azure Technical Delivery Manager
1 month ago
Hyderabad, India Claritus management Consulting pvt. ltd Full timeAs a Technical Delivery Manager, you will be responsible for the delivery of the development, project leadership, quality, and timely delivery of the project.- Good technical experience in Azure, DevOps and application migration.- Strong understanding of SDLC and Architecture.- Extensive background in delivering complex projects- Delivery Management...
-
Azure Technical Delivery Manager
4 weeks ago
Hyderabad, Telangana, India Claritus management Consulting pvt. ltd Full timeAs a Technical Delivery Manager, you will be responsible for the delivery of the development, project leadership, quality, and timely delivery of the project.- Good technical experience in Azure, DevOps and application migration.- Strong understanding of SDLC and Architecture.- Extensive background in delivering complex projects- Delivery Management...
-
Oracle Apps Technical Consultant
2 weeks ago
Hyderabad, India Infoblox Technical Support And Software Developmen Full timeJob Title : Oracle Applications Technical ConsultantWork Timings : General ShiftWork Location : Hyderabad (Work From Office)Roles and Responsibilities :- Design, develop, test, and maintain Oracle EBS integrations adhering to enterprise design standards.- Analyze and seek clarifications on functional specifications, write comprehensive technical...
-
Technical Operations Manager
1 month ago
hyderabad, India AWS India - Telangana Full timeAmazon’s technology business is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team in AWS India, you will be at the forefront of this transformational technology with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by...
-
Technical Operations Manager
1 month ago
Hyderabad, India AWS India - Telangana Full timeAmazon’s technology business is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team in AWS India, you will be at the forefront of this transformational technology with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by...
-
Technical Support Operations Manager
4 weeks ago
Hyderabad, India Keka HR Full timeManager Support OperationsAbout Keka has been a silent revolution in the making since our launch 9 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 8500 businesses across India and the world. Today we are India’s #1 platform in the segment with the greatest number of new customers adopting the...
-
Technical Support Operations Manager
4 weeks ago
hyderabad, India Keka HR Full timeManager Support Operations About Keka has been a silent revolution in the making since our launch 9 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 8500 businesses across India and the world. Today we are India’s #1 platform in the segment with the greatest number of new customers adopting the...
-
Technical Support Operations Manager
4 weeks ago
Hyderabad, India Keka HR Full timeManager Support OperationsAbout Keka has been a silent revolution in the making since our launch 9 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 8500 businesses across India and the world. Today we are India’s #1 platform in the segment with the greatest number of new customers adopting the...
-
Technical Support Operations Manager
4 weeks ago
Hyderabad, India Keka HR Full timeManager Support OperationsAboutKeka has been a silent revolution in the making since our launch 9 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 8500 businesses across India and the world. Today we are India’s #1 platform in the segment with the greatest number of new customers adopting the...
-
Technical Support Engineer
1 week ago
Hyderabad, India Kofax Full timeJob Purpose: The Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent...
-
Technical Support Engineer
1 week ago
Hyderabad, Telangana, India Kofax Full timeJob Purpose:The Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent...
-
Product Manager
1 week ago
Hyderabad, India Inspire Brands Hyderabad Support Center Full timePosition Overview: The Technical Product Manager / Consultant will specialize in the technical aspects of Guest Communication products such as SFMC, SendGrid, Twilio & etc, SAAS technologies and services. This role involves gathering and translating business requirements into technical designs for the engineering team, collaborating extensively across...
-
Product Manager
1 week ago
Hyderabad, Telangana, India Inspire Brands Hyderabad Support Center Full timePosition Overview:The Technical Product Manager / Consultant will specialize in the technical aspects of Guest Communication products such as SFMC, SendGrid, Twilio & etc, SAAS technologies and services. This role involves gathering and translating business requirements into technical designs for the engineering team, collaborating extensively across various...
-
Product Manager
1 week ago
Hyderabad, India Inspire Brands Hyderabad Support Center Full timePosition Overview:The Technical Product Manager / Consultant will specialize in the technical aspects of Guest Communication products such as SFMC, SendGrid, Twilio & etc, SAAS technologies and services. This role involves gathering and translating business requirements into technical designs for the engineering team, collaborating extensively across various...
-
Technical Project Manager
1 day ago
hyderabad, India Virtusa Full timeTechnical Project Manager - CREQ188684 Description Position: Technical Project manager Primary skills: Project management Experience: 10+ years 12+ years of cumulative experience at least 5+ years of Retail banking and Consulting experience (Core or Business Banking experience preferred)Manage and contribute in Retail Banking LOB, Domain...
-
Technical Project Manager
2 days ago
Hyderabad, India Virtusa Full timeTechnical Project Manager - CREQ188684 Description Position: Technical Project manager Primary skills: Project management Experience: 10+ years 12+ years of cumulative experience at least 5+ years of Retail banking and Consulting experience (Core or Business Banking experience preferred) Manage and contribute in Retail Banking LOB, Domain development,...
-
Technical Project Manager
13 hours ago
Hyderabad, India Virtusa Full timeTechnical Project Manager - CREQ188684 DescriptionPosition: Technical Project managerPrimary skills: Project managementExperience: 10+ years12+ years of cumulative experience at least 5+ years of Retail banking and Consulting experience (Core or Business Banking experience preferred)Manage and contribute in Retail Banking LOB, Domain development,...
-
Technical Support Engineer
7 days ago
Hyderabad, India Kofax Full timeJob LevelEntry LevelJob Purpose:The Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position...