Assistant Manager

3 days ago

GTB Nager, India Tata Play Ltd Full time

ROLE SUMMARY

We are seeking a detail-oriented and customer-focused Product Support person to manage technical issues related to our Tata Play. The ideal candidate must possess - ability to work collaboratively across teams to ensure a seamless customer experience. He/she will be responsible for analysing datasets (Support tickets), generating actionable insights, and supporting strategic decision-making across Product support


KEY DUTIES AND RESPONSIBILITIES

  • Serve as the primary contact for technology escalations and all the product issues.
  • Collaborate with cross-functional teams (Product, CO) to support data-driven initiatives.
  • Ensure timely resolution of Technology incidents to minimize service disruptions.
  • Collaborate with engineering and product teams to identify root causes and implement long-term solutions.
  • Coordinate with technical teams to investigate and resolve incidents
  • Collaborate with Customer Ops and Process excellence teams ensuring the NFTR is met as per SLA.
  • Maintain and update knowledge base articles and support documentation.
  • Incident Reporting and Analysis- Analyse incident trends and recurring issues
  • Monitor key performance indicators (KPIs) and flag anomalies or opportunities.



TECHNICAL COMPETENCIES

  • Technology Strategy
  • Operational Excellence
  • Application Support
  • Quality Control & Assurance
  • Ticket Audits


PREFERRED EXPERIENCE

Min 5 yrs experience into application/product support

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