US Citizen
Green Card
EAD (OPT/CPT/GC/H4)
H1B Work Permit
Corp-Corp
W2-Permanent
W2-Contract
Contract to Hire
Consulting/Contract
UG :- - Not Required
PG :- - Not Required
No of position :- ( 1 )
Post :- 17th Oct 2023
*Manage the Support Technical teams who support our enterprise ecosystem of software, such as Salesforce, Content Management systems (Magento and Drupal) and Integrations with other systems.
*Develop a Support team of Developers and Quality Analysts with the appropriate experience, knowledge, and skill sets to interact with various client stakeholders.
*Lead & mentor and further evolve/mature the Support team.
*Ensure that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
*Manage customer escalations and communication of issue on a regular frequency through the life of the triage. Ensure all post- root cause analysis is documented, reviewed and shared.
*Monitor ticket management to ensure the highest level of quality, delivery, and timeliness.
*Understand product solutions and business drivers to support prioritization and management of work in accordance with business needs.
*Identify and solves evolving gaps and emerging needs in skills, processes, tools, and capacity to support a scalable, cost-effective team.
*Identify opportunities for improvement to ensure a positive customer experience.
*Demonstrate dynamic leadership and effective communication that promotes an engaged employee culture and provides recognition and opportunities for professional development.
*Create and maintain relationships with cross functional teams to discuss and support issues and projects spanning multiple areas.
*Track metrics against defined SLAs adjusting performance as required.
*Present coaching opportunities for maximizing performance based on support performance, team metrics, challenges, and opportunities.
*Participate in hiring process.
*Excellent communication skills
*Able to convey issues of all types to a variety of audiences with excellent written and verbal communication skills.
*Strong process management, analytical and technical skills
*Excellent judgment and business knowledge with a keen ability to assess people, processes, and products.
*Experience working with enterprise incident management systems (i.e., Service Now, ADO, JIRA)
*Experience working with offshore teams who supplement the onshore workforce.
*Proven track record of working across internal teams and client organizations
*Can inspire and motivate cross functional teams towards an end goal.
*Ability to resolve issues and exhibit strong initiative in a demanding environment.
*Familiarity with auditing standards and controls such as SOC 2.
*Experience delivering complex systems integrated systems
*Eagerness and willingness to learn new technologies.