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Support Manager

4 months ago

Hyderabad, India ProArch Full time

ProArch is an IT services and consulting company headquartered in Atlanta, Georgia with offices in Rochester, New York, London, Hyderabad and Bangalore, India.  Our business is growing, and to serve our customers in the best possible manner, ProArch is looking to hire highly qualified, motivated, hard-working professionals.  

 

The Manager of Cloud and Infrastructure Support Engineering is expected to oversee the day-to-day operations of ProArch India’s support engineering group.  Also, this role is accountable to the success and delivery of Managed Support Services to ProArch’s customers.   

 

As a member of the Cloud and Infrastructure Department, the Manager of Engineering reports directly to the Managing Director of Cloud and Infrastructure.  The Manager of Engineering will work closely with their US counterparts to ensure processes and delivery remain consistent across the department. 

 

To be successful, you will draw upon your considerable past achievements in owning and refining Support and Success playbooks and processes for scale, including the escalation process to Level 2 and Level 3 Engineering, measuring SLAs, and continuous improvements and team utilization. It is through your dedication to continuous improvement of how TSEs operate - both in efficiency and effectiveness - that will help us meet and surpass customer cases, satisfaction, and growth targets. 

 

Primary Responsibilities 

 

  • Creation of Engineering team, implementation of processes, development of resources and ongoing management of an MSP IT support team in India.  This team will support India client as well as US support clients, as requested. 
  • Accountable for the work of the Engineer group and ensure that team resources are aligning to the goals of the organization. 
  • Drive and maintain acceptable billable and client utilization rates for team resources. 
  • Work with the team to provide first-line support response to customers as well as additional proactive services in accordance with client services contracts.  
  • Understand, troubleshoot, analyze and resolve technical issues reported by the customer with a level of urgency, communication clarity, and transparency that turns escalations into positive experiences. 
  • Serving as an escalation point for customers and critical customer issues; serving as a liaison to other internal departments and stakeholders. 
  • Create and track support requests in the case management system/ITSM tool. 
  • Prioritize tasks and accurately document the nature of the reported problem. 
  • Responsible for the development of team resource skills and abilities related to the strategic products and services provided by ProArch. 
  • Responsible for quarterly team goal setting and resource performance reviews 
  • Conduct regular 1x1 meetings with team resources to strengthen manager resource relations and to serve as a mentor and advisor on work challenges. 
  • Conduct monthly team meetings to align team resources to best practices, procedures, and standards and to further the initiatives of ProArch and the Cloud and Infrastructure Team. 
  • Accountable for the successful delivery of Managed Support Services to ProArch customers and striving to maintain a high-level of client satisfaction. 
  • Team Leadership: Lead and manage a team of engineers, providing guidance, mentorship, and support to drive high performance and professional growth. 
  • Technical Project Management: Oversee the planning, execution, and delivery of engineering projects, ensuring they are completed within schedule, budget, and quality parameters. 
  • Quality Assurance: Implement and enforce quality assurance processes and best practices to ensure the delivery of reliable and robust software solutions. 
  • Process Improvement: Continuously evaluate and improve engineering processes, tools, and methodologies to enhance team productivity and software development efficiency. 
  • Collaboration: Foster a collaborative and cross-functional working environment, promoting effective communication and coordination among teams to achieve project goals. 
  • Technical Expertise: Stay updated with emerging technologies, industry trends, and best practices in software engineering and IT infrastructure management to drive innovation and maintain a competitive edge. 
  • Performance Monitoring: Establish performance metrics, monitor team and individual performance, and provide regular feedback and performance evaluations. 
  • Risk Management: Identify and mitigate technical risks, proactively addressing potential issues that may impact project timelines or deliverables. 
  • Accountable for the achievement of Service Level Agreements (SLA) and Issue Escalation goals. 
  • Responsible for resolving client dissatisfaction and direct communication follow-up with clients. 
  • Participates and contributes to Cloud Infrastructure initiative and overall ProArch delivery initiatives and goal setting. 
  • Consulted on Managed Support Services program changes. 
  • Responsible for new hire onboarding and orientation. 
  • Responsible for the accurate and timely review and approval of weekly timesheets, PTO requests, and expense reports for direct team reports. 
  • At the direction of the Managing Director of Cloud and Infrastructure, carry out the strategic and tactical goals of the ProArch executive leadership team. 
  • Participates with other resources in Level 3 On-Call Management Escalation on reoccurring interval. 
  • Responsible for analyzing team workloads and distributing appropriately. 
  • Responsible for recruitment and retention of team resources including annual salary budgeting, hiring, career development and performance improvement plans. 
  • Accountable for accurate and up-to-date client documentation. 
  • Accountable for successful client onboarding and offboarding to Managed Support Service. 
  • Sets appropriate expectations for Service Desk delivery goals. 
  • Consulted on the progress of the Service Desk Team. 
  • Reviews the performance of the Service Desk Team and provides guidance on improvement. 
  • Responsible for the completion of all activities within the agreed time and of quality and ensure metrics are met as per agreed KPIs / SLAs targets as applicable. 
  • Occasionally sits in on Service Desk client calls to ensure quality assurance. 
  • Collaborates with other delivery teams to ensure alignment to organizational goals and initiatives. 
  • Ensure to route tickets in the ITSM tool to the respective support team queue timely. 
  • Author, contribute, and drive Knowledge Base Articles and User Guides. 
  • Provides feedback to line managers regarding the performance of resources outside of their direct team. 

 

 

Requirements

Education and Certification Requirements:  

  • Minimum of a bachelor's degree in IT or Computer Science, MS/MSC/M. TECH/MBA (Preferred) 
  • 7+ years’ experience in the field of Information Technology relating to IT support 
  • 4+ years of direct supervision of an IT support or Help/Service desk team in Enterprise support, preferably with a Managed Services Provider (MSP) 
  • ITIL Certified preferred 
  • Demonstration of Managerial/Leadership training, certification preferred 
  • Introductory Certifications in Microsoft 365, Azure (AZ-900/MS-900/DP-900) and Six Sigma Green Belt (Preferred) 

 

Requirements for Manager of Engineering 

  • Proven collaborator 
  • Willingness to work in a 24/7 shift and available for on-call support during weekends and holidays.  
  • Adhere to the Service Level Agreements and Operational Level Agreements 
  • Adheres to a high-level of professionalism and accountability 
  • Mentoring, education, and technical leadership related to projects and new technologies to internal staff and customers 
  • Willingness to address issues and concerns candidly and respectfully with supervisors, peers and direct reports 
  • Divergent thinker that can provide creative and resourceful input to problems 
  • Takes ownership of goals, initiatives, tasks, and success of the program 
  • Motivated, thorough, innovative, accurate, and articulate 
  • Ability to prioritize effectively and handle shifting priorities professionally 
  • Ability to perform well in a fairly high pressure business environment while being an outstanding teammate. 
  • Proficient in MS Office applications, especially in MS Excel 
  • Good analytical and problem-solving skills and ability to handle team and client discussions 
  • Good written and verbal communication skills  
  • Produce documentation in a concise and clear manner 
  • Demonstrate a broad base of knowledge of the IT services industry and its corresponding trends  
  • Analyze and identify best practice gaps 
  • Should have hands-on experience to various ITSM tools  
  • Should have in-depth knowledge of ITIL framework including IT incident management lifecycle, service and change requests. 
  • Demonstrated ability to lead a remote first team 
  • A deep understanding and appreciation of diversity, equity, and inclusion in the workplace 
  • Broad knowledge of Windows and Mac remote management tools 
  • Broad knowledge of networking and server concepts 
  • Excellent communication and customer service skills. 
  • Ensure client happiness and successful external & internal audits.