Manager III, Support Engg.

2 months ago

Noida, India ADCI MAA 15 SEZ Full time

This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success. The role encompasses, managing a growing team of Support & Application Engineers, currently focused on:

Monitoring & Resolution of Trouble Tickets within defined SLA’s. Drive escalations to engineering team.

Drive Root Cause Analysis, Impact Analysis and Production Deployment support.

Build automated frameworks, tools, solutions to enable stakeholders/business owners monitor health/drive business outcomes (For example: Automated Business/Product Metrics)

Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code level fixes.

Key job responsibilities
Key Responsibilities Include:

Regular interactions with various internal engineering team to help understand requirements & business priorities, define engagement model and drive improvements.

Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.

Resource planning to support various program asks.

Drive initiatives to maximize operational efficiency.

Defining measurable metrics to gauge progress against objective Support goals.

Build best-of-class support engineering team

We are open to hiring candidates to work out of one of the following locations:

Noida, UP, IND

BASIC QUALIFICATIONS


BS in Computer Science or equivalent combination of technical education and work experience
Dedicated and committed
External hires should have minimum of 7 - 10 years of relevant experience
Should have at least 2 year of experience in managing a team of 5-10 Engineers
Experience in hiring, recruiting, developing and promoting Technical Contributors and Engineers
Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.
Very strong stakeholder management and communication management.
Good command over Windows and Excel
Strong analytical skills and ability to work in an unstructured and evolving environment
Good people manager who can manage and motivate direct reports and get the best out of them

PREFERRED QUALIFICATIONS


BS in Computer Science or equivalent combination of technical education and work experience
External hires should have minimum of 7 - 10 years of relevant experience
Should have at least 2 year of experience in managing a team of 5-10 Engineers
Experience working and coordinating with distributed worldwide teams preferred
Shows creativity and initiative to improve productivity by Innovative means like Developing New tools
Proven ability to troubleshoot and identify the root cause of issues in complex Enterprise Level applications.
Demonstrated skill and passion for problem solving and operational excellence.

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