Director of Advanced Support

4 days ago

palakkad, India beBeeProductivity Full time

Leadership Role in Production SupportAs the leader of the Production Support function, you will oversee the strategy, execution, and continuous improvement.Elevate the team to drive customer satisfaction and service level achievement.Develop a vision for advanced capabilities in support and incident management.Foster shared ownership across all stakeholder teams by building a culture of excellence and speed.Ensure compliance with regulatory standards.Key ResponsibilitiesHands-on StrategyDefine and execute a vision for an innovative support organization.Lead initiatives for process automation, SLA management, and proactive system monitoring.Transform PS into an active source of delight in the customer experience.Cross-Functional EngagementAct as escalation point and advocate for PS in cross-functional operating rhythms.Establish routines for impact analysis, root cause discovery, and corrective action.Operational ExcellenceChampion best practices for ticket hygiene, incident documentation, and knowledge management.Refine alert and monitoring systems to minimize false positives and investigative overhead.Define and track KPIs for resolution times, SLA attainment, and system reliability.Drive ongoing process audits and data-driven retrospectives focused on root cause elimination.Team Development & CultureRecruit, mentor, and develop team members into operational experts.Instill a bias for action and problem-solving excellence.Foster a 'One Team' culture across all stakeholders and partners.Executive CommunicationRepresent PS in customer escalations and executive forums.Prepare and present post-incident reviews and operational impact assessments.

  • Advanced Technical Support Specialist

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