Application Support Manager

Job Title:

TAC Support Manager Overview:

We are seeking a highly motivated and experienced TAC Support Manager to lead our global technical assistance center (TAC) operations. The ideal candidate will possess 6-10 years of overall experience, with at least 2 years managing 24x7, 16x6, and other service level agreements, ensuring exceptional customer support across diverse time zones. This role demands strong leadership, technical acumen, and the ability to manage resources effectively in a multi-shift environment. You will be responsible for maintaining high customer satisfaction, driving process improvements, and ensuring timely resolution of technical issues.

Responsibilities:

• Team Leadership and Management:

o Manage a team of technical support engineers across multiple shifts.

o Recruit, train, and mentor team members, fostering a culture of excellence and continuous improvement.

o Conduct performance reviews and provide regular feedback to team members. o Develop and maintain shift schedules to ensure 24x7, 16x6, and other agreed-upon service coverage.

• Service Delivery and SLA Management:

o Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

o Monitor and manage ticket queues, ensuring timely resolution of customer issues.

o Implement and maintain processes for incident, problem, and change management.

o Proactively identify and address potential service disruptions.

o Manage and improve ticket escalation procedures.

• Customer Relationship Management:

o Act as a point of escalation for critical customer issues.

o Maintain strong relationships with key customers, ensuring their satisfaction.

o Conduct regular customer satisfaction surveys and implement improvements based on feedback.

o Coordinate with other internal teams to resolve complex customer issues.

• Technical Expertise and Problem Resolution:

o Provide technical guidance and support to the TAC team.

o Stay up-to-date with the latest technologies and industry best practices.

o Analyze and troubleshoot complex technical issues, driving root cause analysis.

o Contribute to the development of knowledge base articles and technical documentation.

• Process Improvement and Reporting:

o Identify and implement process improvements to enhance efficiency and effectiveness.

o Develop and maintain comprehensive reports on key performance metrics.

o Contribute to the development and maintenance of support tools and systems.

o Manage and report on support related projects.

• Global Support Operations:

o Ensure smooth operation of support services across various time zones and regions.

o Coordinate with international teams and vendors to provide seamless support.

Desired Skills/Experiences:

• 6-10 years of overall experience with 2+ years in managing technical support teams, preferably in a 24x7 environment.

• Proven track record of managing and meeting SLAs.

• Strong understanding of ITIL frameworks and best practices.

• Experience with ticketing systems (e.g., Jira Service Management, ServiceNow).

• Excellent problem-solving and troubleshooting skills.

• Strong communication and interpersonal skills.

• Understanding of IoT, Cloud computing, Web/Mobile App based systems& application architecture is highly desired.

• Direct customer handling experience with customer visits.

• Process & documentation-oriented approach.

• Technically sound, understand & talk techno functional language.

• People & team management – direct & matrix organization.

• Strong in proactive risks, issues & dependencies management.

• Experience managing vendors.

Nice to Have:

• Experience with specific industry domains (e.g., Aviation, Telecommunications).

• Experience with automation and monitoring tools.

• Experience of building and implementing knowledge management systems.

• Experience engaging with high profile customers.

• External client facing experience, Stake holder management – across different levels right up to CXO.

KPIs/Relevant Past Experience:

• Achievement of defined SLAs (e.g., response time, resolution time).

• Customer satisfaction scores (CSAT).

• Ticket resolution rate and first-call resolution rate.

• Reduction in incident recurrence.

• Team performance and adherence to schedules.

• Continuous improvement initiatives implemented.

• Documentation of support processes and knowledge base.

• Uptime of supported systems.

Key Competencies:

• Leadership

• Problem-Solving

• Communication

• Customer Focus

• Technical Expertise

• Process Management

• Time Management

• Organizational skills including attention to detail and multitasking skills.