Support Manager/ Associate Director

4 weeks ago


Pune, Maharashtra, India AppZen Full time
About AppZen:
As the leader in autonomous spend-to-pay software, AppZen's patented artificial intelligence accurately and efficiently processes information from thousands of data sources. This enables organizations to better understand enterprise spend at scale and make smarter business decisions.

About the Role:
This position is for a Support Manager/ Associate Director - Global Technical Operations, who will oversee a team providing technical or customer support to clients. The ideal candidate will be responsible for ensuring timely and efficient handling of customer inquiries and complaints, and meeting performance goals. They will provide coaching and training to team members, implement strategies to improve support operations, and collaborate with other departments to resolve complex issues or implement new projects.

Key Responsibilities:
- Managing and developing team members, managing projects, planning, and monitoring workload and resources
- Regular communication with Engineering, Operations, and cross-functional management on high-profile technical issues, providing feedback and leadership to the product support team
- Handling customer calls, external and internal escalations, preparing and sharing weekly and monthly reports
- Coordinating and supporting CSM and ISM, authoring knowledge base articles, and driving internal knowledge sharing
- Automating content and frequency of communications during major incidents to keep key stakeholders informed
- Maintaining and performing audits regarding knowledge management, on-call roster, and RCA for Sev1 to manage major incidents effectively
- Providing periodic major incident metrics reports for review and audit incidents for SLA and other KPIs
- Supporting data collection for process and knowledge improvements

Requirements:
- Technical background, such as experience as a developer in any programming language
- Ability to manage L1/L2/L3 teams
- Team management, training, and periodical performance reviews
- AP domain knowledge (good to have)
- Hands-on experience, 11 - 15 years in a support role
- Ready to work in a 24*5 (night) shift environment

Technical Skills:
- Troubleshooting: Strong problem-solving and technical troubleshooting skills to assist the support team in resolving customer issues
- Good understanding of Kibana

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