Manager, Product Support

3 weeks ago


Pune, India Workday India Private Limited Full time
About the RoleWe're looking for a hands-on, customer centric Support Manager to join our global support team in Pune.This role plays a significant role in ensuring a smooth day to day operations of the technical support team supporting customers using Workday HCM.The Customer Support Manager will start the Workday HCM support team in Pune with 2-4 people initially and will eventually manage 6-8 employees.If your are someone whom pride yourself as advocate for both your team and Workday customers, you will be perfect for the role

Note on this role:- Typical schedule is either Shift 1(8am-5pm) or Shift 2(11am - 8pm IST)- Requires occasional holiday shift coverage, and after hours/weekend on-call shifts for escalations and incidents, be on-call Manager rotation approximately every 7 weeks.- This role operates in a flex model with at least 50% of time spent in office.About YouExperienced in leading an Enterprise software support team (SaaS preferred) and/or experience with running software engineering teams.Track record in providing technical support and/or integration support experience providing technical support for enterprise software and/or environment issues for enterprise software applications.Solid grasp of case handling processes and standard support procedures.Support operations experience including managing queues, resource scheduling, quality assurance and SLA/metrics reporting.Ability to develop and maintain cross functional relationships with Services, Development, Product and CX leadership.Coaching and mentoring all levels of Support Engineers/Analysts on day to day work, providing insights on critical and blocking issues, and enabling career development and career experience opportunities.Experience with application log analysis for issue diagnosis and troubleshooting.Bachelor’s/Master’s degree or foreign equivalent degree in Business, Management Information Systems, Computer Science, or a related field or equivalent work experience

Other Qualifications

Excellent written and verbal communication

Well organized, operationally strong, customer focused.

Previous experience or knowledge of corporate finance and/or accounting

Additional experience in one or more of the following areas: Human Capital Management, or Talent Management.


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