Support Engineering Manager

2 weeks ago

Hyderabad, Telangana, India Collabera GTC Full time

Job Title : Support Engineering Manager

Location : Hyderabad (Looking for local candidates only)

Experience : 7 to 10 Years (must have)

Role Overview :

As a Support Engineering Manager, you will lead a talented team of support engineers who resolve technical problems. Your role involves making sound decisions, mentoring and growing talent, and fostering a culture of innovation. You will implement best practices in support engineering and are committed to delivering results. Your responsibilities include improving customer experience through technical support, managing case escalations, and ensuring service quality.

Key Responsibilities :

Monitoring & Resolution of Trouble Tickets :

- Ensure trouble tickets are resolved within defined SLAs.

- Drive escalations to the engineering team.

Root Cause Analysis & Production Deployment Support :

- Conduct root cause analysis and impact analysis.

- Support production deployments.

- Monitoring & Resolution of Trouble Tickets within defined SLAs and driving escalations to the engineering team.

- Driving Root Cause Analysis, Impact Analysis, and Production Deployment support.

Building Automated Frameworks & Tools :

- Building automated frameworks, tools, and solutions to enable stakeholders to monitor health and drive business outcomes.

Team Management & Development :

- Nurture talent towards building applications, debugging, and making code-level fixes.

- Regularly interact with internal business owners to understand requirements and drive Efficiency & Compliance :

- Drive initiatives to maximize operational efficiency.

- Ensure compliance with policies such as information security, data handling, and service level agreements.

Basic Qualifications :

- BS in Computer Science or equivalent technical education and work experience.

- 5-8 years of relevant experience.

- At least 2 years of experience in managing teams.

- Strong understanding of support processes, including SLA management, ticket handling, monitoring, and metrics.

- Excellent stakeholder management and communication skills.

- Strong people management skills to motivate and get the best out of direct reports.

Preferred Qualifications :

- Strong organizational skills with the ability to track multiple goals simultaneously.

- Experience working with distributed worldwide teams.

- Creativity and initiative to improve productivity through innovative means, such as developing new tools.

Mandatory Requirements :

- At least 3 years of experience in managing teams (overall experience should be 7+ years).

- Strong understanding of support processes, including SLA management, ticket handling, monitoring, and metrics.

- Excellent stakeholder management and communication skills.

- Strong people management skills to motivate and get the best out of direct reports.

- Candidate should be from Hyderabad.

Work Environment : The team is highly supportive and inclusive, with a tech team of around 100 members, including approximately 80 software development engineers (SDEs).

(ref:hirist.tech)

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