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Support Lead

3 months ago

kochi, India Futuremug Full time

Support Lead (Senior/Lead/Associate Manager)

  • Experience: 8 to 12 years
  • Location: Kochi

Mandatory Skills:

  • Strong proficiency in SQL, SSIS (SQL Server Integration Services), and PBI/SSRS (Power BI/SQL Server Reporting Services)
  • Knowledge of project management and ticketing tools such as Jira, CSM (Customer Service Management), and ServiceNow

Good to have:

  • Familiarity with .Net framework and Angular (good to have)

Responsibilities:

  • Lead and oversee a team of 6 to 10 support members, including task assignment, performance management, and mentoring.
  • Provide technical guidance and assistance to team members in troubleshooting and resolving customer issues related to SQL, SSIS, and reporting tools.
  • Collaborate with cross-functional teams to prioritize and address customer tickets and service requests in a timely manner.
  • Utilize project management and ticketing tools effectively to track and manage support activities, ensuring SLAs are met.
  • Continuously improve support processes and procedures to enhance efficiency and customer satisfaction.
  • Act as a point of escalation for complex technical issues and customer concerns, driving resolution and ensuring customer success.
  • Foster a culture of collaboration, innovation, and excellence within the support team.

Requirements:

  • Bachelor's degree in Computer Science, Engineering, or related field.
  • Proven experience in a leadership role within a technical support or IT services environment.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders.
  • Strong analytical and problem-solving abilities, with a focus on driving continuous improvement and delivering results.
  • Demonstrated proficiency in SQL, SSIS, and PBI/SSRS, with a track record of successfully resolving complex technical issues.
  • Experience with project management and ticketing tools such as Jira, CSM, and ServiceNow.
  • Ability to adapt to a fast-paced, dynamic environment and lead teams through change effectively.