Manager - Application Support

4 days ago

Gurugram, India Salesforce Full time
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Manager - Application Support

Full Time

Job Code: G-73779

Gurgaon, Haryana, India

1 position

Expires on 31/07/2024

Required Experience

7 - 10 Years

Skills

Application Support,

Application Manageme... ,

ITIL

+ 11 more

Job Title: Application Support Manager

Role Description:

The Application Support Manager will work closely with the Associate Director for Customer Success to establish the team and support structure of gStore.

Key Responsibilities:

Act as the primary contact for support escalations for gStore App. Oversee and manage activities of gStore Support engineers. Lead and deliver high-quality, on-time application support in a fast-paced environment, following best practices and adhering to SLAs. Monitor compliance with application support processes and procedures, ensuring adherence to SLA. Provide technical direction to the team, solving problems that require advanced application knowledge, troubleshooting skills, technical expertise, and creativity. Oversee the IT Service Management (ITSM) ticket assignment process, ensuring proper documentation, routing, and escalation. Assist with support requests submitted through established support channels as needed. Ensure best practices are followed and maintained, fostering self-directed teams where developers work seamlessly to deliver high-quality work. Ensure monitoring and observability are in place for gStore customers. Recommend improvements to the overall application support process, including tools, security, scalability, reliability, and performance. Coach and mentor support engineers on techniques, processes, and new technologies, enabling team members to be autonomous, efficient, and successful. Understand the company's technical and business aspects to achieve strategic business goals with high-quality solutions. Effectively communicate technical designs verbally and/or in writing to small to medium-sized technical audiences. Manage all HR responsibilities for the team, including pay planning, promotions, expenses, and leave. Generate and understand support metrics Participate in regularly scheduled meeting with clients to help resolve issues and present requested support metrics

Key Requirements:

Education: Bachelor's Degree Experience as a hands-on leader in application support and software engineering. 7-10 years of relevant IT experience, with skills including SQL, NoSQL, Java, Python, React, and API. 3 years of experience with mobile applications (preferred). Over 5 years of experience managing application support teams. Proven track record of delivering high-quality application support in dynamic and agile environments. Proficiency in various ticketing systems, including Zendesk, ServiceNow, Jira, etc. Expertise in system architecture and design patterns. Ability to generate, understand and articulate ITSM SLA, KPIs, and metrics. Ability to quickly and effectively learn new technologies, processes, or business areas. Demonstrated holistic problem-solving skills, considering solutions through a combination of technology and processes. Flexibility to accommodate calls outside normal hours if needed. Working knowledge of Google Cloud Platform is a plus. Background in retail and/or store operations applications is a plus.

WHY GO WITH GREYORANGE?

At GreyOrange, we develop leading-edge fulfillment technology that gets the right product to the right place at the right time. In today’s age of immediacy, where customers expect to receive their order right away, retailers must take a completely new approach to compete. By leveraging AI, robotics and machine learning, GreyOrange transforms how businesses fulfill orders and keep promises to their customers. GreyOrange is a global company with core operations in North America, Europe, India and Japan.

We apply modern thinking and technology to solve today’s fulfillment challenges – and we’re looking for modern minds to join us.

About GreyOrange

GreyOrange is a global leader in AI-driven robotic automation software and hardware, transforming distribution and fulfillment centers worldwide. Our solutions increase productivity, empower growth and scale, mitigate labor challenges, reduce risk and time to market, and create better experiences for customers and employees. Founded in 2012, GreyOrange is headquartered in Atlanta, Georgia, with offices and partners across the Americas, Europe and Asia. For more information, visit .

Our Solutions

In retail stores, our gStore end-to-end store execution and retail management solution supports omnichannel fulfillment, real-time replenishment, intelligent workforce tasking and more. Using real-time overhead RFID technology, the platform increases inventory accuracy up to 99%, doubles staff productivity, and enables an engaging, seamless in-store experience.


Equal Opportunity Employer:

Grey Orange Inc. is an equal employment opportunity employer. The company’s policy is not to discriminate against any applicant or employee based on race, colour, religion, national origin, gender, age, sexual orientation, gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Grey Orange also prohibits harassment of applicants or employees based on any of these protected categories.

What’s in for you?

At GreyOrange, we're not just offering a job; we're offering an experience. Join us, and you'll find more than just a workspace — you'll become part of a community driven by innovation and supported by a plethora of benefits designed to nurture both your professional and personal growth.

Competitive Salary

Health and Wellness

Flexible work arrangement

Personal Development Opportunities

Employee Rewards and Recognition

Team building Activities

About Company

GreyOrange is a global technology company unifying AI-driven software and mobile robotics to modernize order fulfillment and optimize warehouse operations in real time. The GreyOrange fulfillment platform is the only fully integrated software and robots solution that uses advanced fulfillment science to instantaneously evaluate order data and compose the best decisions in real time to efficiently orchestrate people, processes and robots. The result is a fast, agile and precisely tuned operation equipped to perpetually meet the what-when-where expectations of today’s retail consumer.At GreyOrange, our experts help organizations master fulfillment in the Age of Immediacy so they keep promises, capture more revenue, save money on fulfillment and improve the work experience for warehouse employees. GreyOrange is headquartered in Atlanta, Georgia has core operations in the United States, Europe, India, and Japan.

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