
Assistant Manager
7 days ago
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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