Manager, Product Support

1 month ago

Pune, India Workday India Private Limited Full time

About the Role

We're looking for a hands-on, customer centric Support Manager to join our global support team in Pune.

This role plays a significant role in ensuring a smooth day to day operations of the technical support team supporting customers using Workday Adaptive Planning (with focus on Adaptive Planning Integrations).

You will be the pioneer to start the Workday Adaptive Planning support team in Pune with 2-4 people initially and will eventually manage 6-8 employees.

If your are someone whom pride yourself as advocate for both your team and Workday customers, you will be perfect for the role

Note on this role:

- Typical schedule is either Shift 1(8am-5pm) or Shift 2(11am - 8pm IST)

- Requires occasional holiday shift coverage, and after hours/weekend on-call shifts for escalations and incidents, be on-call Manager rotation approximately every 7 weeks.

- This role operates in a flex model with at least 50% of time spent in office.

About You

Experienced in leading a SaaS software support team and/or experience with running software engineering teams.

Came from a background with solid technical support and/or integration support experience providing technical support for software and/or environment issues for enterprise software applications.

Solid grasp of case handling processes and standard support procedures.

Support operations experience including managing queues, resource scheduling, quality assurance and SLA/metrics reporting.

Ability to develop and maintain cross functional relationships with Services, Development, Product and CX leadership. 

Coaching and mentoring all levels of Support Engineers/Analysts on day to day work, providing insights on critical and blocking issues, and enabling career development and career experience opportunities.

Demonstrable understanding of any of the following: C#, Java

Experience with application log analysis for issue diagnosis and troubleshooting.

Bachelor’s/Master’s degree or foreign equivalent degree in Business, Management Information Systems, Computer Science, or a related field or equivalent work experience

Other Qualifications

Excellent written and verbal communication

Well organized, operationally strong, customer focused.

Previous experience or knowledge of finance and accounting

Understanding of SQL and experience supporting an application that uses Aurora Postgres database.

Experience with ETLs, APIs, and system integration support. 

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