Technical Manager-Support Specialist-6 LPA

5 days ago

Surat, Gujarat, India beBeeTechnical Full time ₹ 60,00,000 - ₹ 80,00,000

Job Title: Technical Support Manager

Key Responsibilities:
  • Manage and resolve complex technical issues through efficient incident management and service request handling.
  • Collaborate with application development teams to develop in-depth knowledge of their work, enabling effective documentation and support.
  • Mentor team members to enhance their technical skills and transition from L1/L2 to L2/L3 support level.
  • Verify that all necessary requirements are met for each incident or service request submitted.
  • Assign tickets to team members based on workload, subject matter expertise, complexity, expected delivery date, and resource availability.
  • Oversee the prioritization of production incidents/problems, releases, and new application implementations.
  • Track progress of assigned tickets, focusing on meeting delivery deadlines and SLAs.
  • Monitor and report on key metrics for tickets assigned to and handled by the Application Support team.
  • Provide data-driven insights and reporting on KPIs and trends to Management as needed.
  • Lead the day-to-day activities of the applications support team, providing guidance and direction when necessary.
  • Develop and manage the IT Application Support Team's roadmap.
  • Act as a point of escalation for customer incidents, ensuring timely action and proper resolution.
Functional Area:

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