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Technical Support Manager

1 week ago

Hyderabad, Telangana, India ServiceNow Full time
Job Overview

At ServiceNow, we're seeking a highly motivated Technical Support Manager to join our team. This role is crucial in delivering world-class customer satisfaction by providing proactive and reactive services. You'll be the central point of contact for all support-related activities and work closely with cross-functional teams to ensure customer issues are resolved effectively.

Main Responsibilities:

  • Presenting to management levels, including C-Level stakeholders
  • Identifying potential service degradation issues using industry-leading software tools
  • Delivering business value and solutions by understanding and aligning ServiceNow applications and features with customer needs
  • Facilitating regular scheduled customer conference calls and meetings
  • Managing performance against service level agreements and creating action plans to meet commitments
  • Driving continual improvement through trend analysis and partnering with internal account teams

Requirements:

  • Experience leveraging AI into work processes or decision-making
  • 10-12 years of experience with 2+ years of customer-facing experience
  • Flexible working hours, including early morning shifts and weekends
  • Excellent written and oral communication skills
  • Experience dealing with technical support teams
  • Fundamental understanding of ITSM in enterprise environments and global deployments

About Us

We approach our distributed world of work with flexibility and trust, offering flexible, remote, or required in-office work personas depending on the nature of the job. We strive to create an accessible and inclusive experience for all candidates and employees, promoting a culture of diversity, equity, and inclusion.