Technical Support Manager
2 months ago
Description
Technical Support Manager
Qualifications-
Bachelor's degree in relevant field & equivalent work experience. 6-8years of experience in incident management or a related field. Proven track record of managing SLAs and driving incident resolution. Strong interpersonal skills with the ability to build and maintain effective working relationships. Excellent communication skills, both verbal and written. Demonstrated leadership abilities with a focus on motivating and developing team members. Ability to work independently and take initiative to drive results. Proficiency in incident management tools like SFDC.Responsibilities-
Manage the day-to-day operations of the Last Mile (Service Provider) incident management team, ensuring timely resolution of incidents according to SLAs. Monitor and maintain service level agreements that have been signed with the customers. Initiate escalations with internet service providers as needed, to ensure prompt resolution of incidents. Develop and nurture strong working relationships with service providers to facilitate effective incident management. Conduct regular performance reviews with service providers and provide constructive feedback. Motivate and inspire your team members to achieve their goals and excel in their roles. Collaborate with other departments to identify opportunities for process improvement and efficiency gains. Stay up-to-date with industry best practices and emerging trends in incident management. Act as a point of contact for escalations from both internal and external stakeholders. Prepare regular reports on team performance and incident trends for management review.Bird’s eye view of your role –
Deliver Remarkable customer experience. Engage with customer to address any dissatisfaction and drive corrective actions. Manage and escalate critical customer issues to bring right level of expertise. Communicate at all levels among customers, escalation, engineering/development team, service managers about the progress and action plan. Develop Talent in the team aligning with the business objectives. Create an innovative, open, and high performing culture in the team. Drive operational metrics and build process compliance. Drive Continuous improvement and active participation in initiatives. Demonstrate ownership. Make timely, thoughtful, and bold decisions.What will you bring –
Customer Advocacy – Be the Customer’s advocate in the organization. Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience. People Leadership. Ownership and Problem-Solving mindset. Ability to work with different stakeholders for outcomes. Obsess about Quality – Strive for delivering quality output in every interaction. Encourage diversity and innovation.What are your performance objectives –
Operations and case management metrics like CSAT, Backlog management, Quality scores etc. Escalation management. Driving automation. Employee engagement and growth. Performance management. Customer management.What’s in it for you? (EVP – Employee Value Proposition) –
Work for a global, fast-growing SD-WAN innovator. Be a part of a company culture that embraces diversity and inclusivity. Aryaka was named one of the INC. magazines best places to work for 2020-
Technical Support Manager
2 months ago
Bengaluru, India Corporate Resources Full timeJob DescriptionWe are looking for an intellectually curious, customer centric Product or Technical Support Manager who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeedAs a Product or Technical Support Manager, you will focus on building and leading a high performing...
-
Senior Technical Support Manager
2 weeks ago
Bengaluru, India Antal International Full timeJob DescriptionSenior Technical Support ManagerExperience: 12-15 Years of ExperienceLocation - Bangalore· Manage a team of technical support engineers and ensure they are meeting performance goals and delivering top-quality support to customers.· Understand the functioning of ITIL Concepts and able to implement the processes across· Develop and implement...
-
Senior Technical Support Manager
2 weeks ago
Bengaluru, India Antal International Full timeJob DescriptionSenior Technical Support ManagerExperience: 12-15 Years of ExperienceLocation - Bangalore· Manage a team of technical support engineers and ensure they are meeting performance goals and delivering top-quality support to customers.· Understand the functioning of ITIL Concepts and able to implement the processes across· Develop and implement...
-
Senior Technical Support Manager
2 months ago
Bengaluru, India Autodesk Full timePosition OverviewSenior Technical Support Manager at AutodeskOur Senior Managers increase performance through positive leadership and contribute to strategy while collaborating with all parts of the company to, with the goal of increasing customer satisfaction and loyalty.You will lead a global technical support management team with a focus on helping...
-
Manager - Technical Support (12499)
2 weeks ago
Bengaluru, India Whatfix Full timeWho are we?Whatfix is a leading global player in the Digital Adoption Platform (DAP) landscape, providing a SaaS platform that accelerates product adoption and reduces support and training efforts for large enterprises, predominantly Fortune 500 companies. As we continue to expand and redefine the way companies onboard, train, and support their users, we're...
-
Technical Support Engineering Manager
3 weeks ago
Bengaluru, India Microsoft Full timeOverviewWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but...
-
Technical Support Engineering Manager
1 day ago
Bengaluru, India Microsoft Full timeOverviewWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but...
-
Technical Support Engineering Manager
3 weeks ago
Bengaluru, India Microsoft Full timeOverview With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and...
-
Technical Support Engineering Manager
2 weeks ago
Bengaluru, India Microsoft Full timeOverview With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and...
-
Manager - Technical Support (12499)
3 weeks ago
Bengaluru, India Whatfix Full timeWho are we? Whatfix is a leading global player in the Digital Adoption Platform (DAP) landscape, providing a SaaS platform that accelerates product adoption and reduces support and training efforts for large enterprises, predominantly Fortune 500 companies. As we continue to expand and redefine the way companies onboard, train, and support their users,...
-
Manager - Technical Support (12499)
2 weeks ago
Bengaluru, India Whatfix Full timeWho are we? Whatfix is a leading global player in the Digital Adoption Platform (DAP) landscape, providing a SaaS platform that accelerates product adoption and reduces support and training efforts for large enterprises, predominantly Fortune 500 companies. As we continue to expand and redefine the way companies onboard, train, and support their users,...
-
Technical Support Senior Manager
1 month ago
Bengaluru, India Granicus Full timeThe CompanyServing the People Who Serve the PeopleGranicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology...
-
Tresata Technical Support Manager
3 weeks ago
Bengaluru, India Tresata Full timeA Technical Support Manager (TSM), is responsible for managing product users, routing and assigning requests to the support team and onboarding team, managing SLAs (Service Level Agreements), active reporting, and monitoring product users and billing on Stripe involves a combination of leadership, technical, and customer-centric responsibilities.As part of...
-
Tresata Technical Support Manager
3 weeks ago
Bengaluru, India Tresata Full timeA Technical Support Manager (TSM), is responsible for managing product users, routing and assigning requests to the support team and onboarding team, managing SLAs (Service Level Agreements), active reporting, and monitoring product users and billing on Stripe involves a combination of leadership, technical, and customer-centric responsibilities.As part of...
-
Tresata Technical Support Manager
2 weeks ago
Bengaluru, India Tresata Full timeA Technical Support Manager (TSM), is responsible for managing product users, routing and assigning requests to the support team and onboarding team, managing SLAs (Service Level Agreements), active reporting, and monitoring product users and billing on Stripe involves a combination of leadership, technical, and customer-centric responsibilities.As part of...
-
Technical Support Senior Manager
1 month ago
Bengaluru, India Granicus Full timeThe Company Serving the People Who Serve the People Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our...
-
Technical Support Senior Manager
2 weeks ago
Bengaluru, India Granicus Full timeThe Company Serving the People Who Serve the People Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our...
-
Technical Sales Support Manager
2 months ago
Bengaluru, India HITACHI ENERGY INDIA LIMITED Full timeDescription : Job: Technical Sales Support Manager / Specialist Reporting Line: Sales Support Manager Mission Statement: Support the Sales organization and customers throughout the proposal process in formulating technical solution for various power quality problems, preparing technical descriptions of the applied products and technology,...
-
Technical Sales Support Manager
2 weeks ago
Bengaluru, India HITACHI ENERGY INDIA LIMITED Full timeDescription : Job: Technical Sales Support Manager / Specialist Reporting Line: Sales Support Manager Mission Statement: Support the Sales organization and customers throughout the proposal process in formulating technical solution for various power quality problems, preparing technical descriptions of the applied products and technology,...
-
Technical Support Manager
2 months ago
Bengaluru, India Aryaka Full timeDescriptionTechnical Support ManagerQualifications-Bachelor's degree in relevant field & equivalent work experience.6-8years of experience in incident management or a related field.Proven track record of managing SLAs and driving incident resolution.Strong interpersonal skills with the ability to build and maintain effective working relationships.Excellent...
