Senior Technical Manager – Customer Support

Title: Senior Technical Manager – Customer SupportJob Location: - Bengaluru, KarnatakaJob Description: The Technical Manager will lead a team ofengineers and technical staff to deliver high - quality software solutions toour customers. This role involves overseeing the technical aspects of customersin support, coordinating development activities, ensuring that technicalstandards are met, and aligning the team's work with business objectives. TheTechnical Manager should be hands -on and actively involved in the day -to -daysupport activities for our customers. They should also focus on implementingreusable tools using MetricStream technologies as well as othernon -MetricStream technologies. The ideal candidate should have a strongbackground in software development, project management, and team leadership.Key Responsibilities:• Understand the customers problems and arrive at solutionsquicker• Implement fixes that are re -usable and that are permanent.• Understand the requirements and translate them intodetails, that developers can able to understand to develop, troubleshoot anddebug software programs for databases and applications• Adopt a Hands -on approach in resolving critical Productionissues within the stipulated service level agreements (SLA)• Should be able to analyze application, database and systemlogs, utilize advanced  All RightsReserved. technical skills and translate into performance tuning activities• Collaborate with the delivery manager in the projectestimation for enhancements and change requests, upgrades, preparation ofincident and service request backlog, delivery timelines, and releasemanagement• Enabling a problem management and root cause analysismeeting to identify how certain preventive actions can be implemented.• Meet or exceed the quality goals for the project.Contribute to the quality assurance and internal and external Audits• Ensuring that the product is functioning well as it isdesigned for, in addition to ensuring the product delivered satisfies the userrequirements• Develop informative, coherent and usable projectdocuments, update runbooks etc.• Involved in providing maintenance reports, systemvalidation reports, deactivation plans as well as other plans and reports ofother documents.• Responsible for review and approval of patches to bereleased to customer environment• Responsible for developing re -usable and productivityimprovement tools Skills and Experience 14+ Yrs. of workexperience in the Applications Development maintenance and supportorganization. You will work closely with MetricStream's customers, productmanagement, QA and support organizations to Support, develop, and deliver highquality applications and support fixes.• Qualifications in a computing or computer/engineeringrelated discipline.• Strong PC, Unix and database knowledge.• Proficient in SQL, PL/SQL and other database languages.• Web development skills including HTML, JavaScript andReactJS.• Have strong knowledge on REST API's• Knowledge of Java Programming language is desirable.• Knowledge on Webservers • Ability to multi -task in a fastpaced, team -oriented environment.• Ability to quickly master customer solutions.• Writing Complex SQL Queries for Reports.• Exceptional debugging skills• Experience in database performance tuning, work experiencein PL/SQL code related• Performance issues and quality assurance.• Strong comprehension, analytical and problem -solvingskills• Ability to work closely with customers and manage theirexpectations.• Excellent Communication skills (written & verbal) aremandatory.• Excellent Documentation skills to document the solutions,resolutions, and RCA's.• Team Management and Prioritization skills• Awareness of AI use cases like ticket triage, chatbots,and trend prediction to enhance customer experience• Ability to identify opportunities to improve customerexperience using AI -driven solutions• Skilled in driving team adoption of AI tools to augmentsupport processes and efficiencyEducation Bachelor's degree in engineering/Master's degreein computer applications