Technical Support Manager

1 week ago

Bengaluru, Karnataka, India Aryaka Full time


Technical Support ManagerQualifications-Bachelor's degree in relevant field & equivalent work experience.6-8years of experience in incident management or a related field.

Proven track record of managing SLAs and driving incident resolution.
Strong interpersonal skills with the ability to build and maintain effective working relationships.
Excellent communication skills, both verbal and written.
Demonstrated leadership abilities with a focus on motivating and developing team members.
Ability to work independently and take initiative to drive results.

Proficiency in incident management tools like SFDC.Responsibilities-Manage the day-to-day operations of the Last Mile (Service Provider) incident management team, ensuring timely resolution of incidents according to SLAs.

Monitor and maintain service level agreements that have been signed with the customers.
Initiate escalations with internet service providers as needed, to ensure prompt resolution of incidents.
Develop and nurture strong working relationships with service providers to facilitate effective incident management.
Conduct regular performance reviews with service providers and provide constructive feedback.
Motivate and inspire your team members to achieve their goals and excel in their roles.
Collaborate with other departments to identify opportunities for process improvement and efficiency gains.
Stay up-to-date with industry best practices and emerging trends in incident management.
Act as a point of contact for escalations from both internal and external stakeholders.
Prepare regular reports on team performance and incident trends for management review.
Bird's eye view of your role –Deliver Remarkable customer experience.
Engage with customer to address any dissatisfaction and drive corrective actions.
Manage and escalate critical customer issues to bring right level of expertise.
Communicate at all levels among customers, escalation, engineering/development team, service managers about the progress and action plan.
Develop Talent in the team aligning with the business objectives.
Create an innovative, open, and high performing culture in the team.
Drive operational metrics and build process compliance.
Drive Continuous improvement and active participation in initiatives.
Demonstrate ownership. Make timely, thoughtful, and bold decisions.
What will you bring –Customer Advocacy – Be the Customer's advocate in the organization.

Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience.

People Leadership.
Ownership and Problem-Solving mindset.
Ability to work with different stakeholders for outcomes.
Obsess about Quality – Strive for delivering quality output in every interaction.
Encourage diversity and innovation.
What are your performance objectives –Operations and case management metrics like CSAT, Backlog management, Quality scores etc.
Escalation management.
Driving automation.
Employee engagement and growth.
Performance management.
Customer management.
What's in it for you? (EVP – Employee Value Proposition) –Work for a global, fast-growing SD-WAN innovator.
Be a part of a company culture that embraces diversity and inclusivity.
Aryaka was named one of the INC. magazines best places to work for 2020

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