Roles and Responsibilities
- Enabling customer success through a superior customer service experience.
- Lead a team of Technical Product Engineers and Product Specialists (L1 & L2).
- Provide directions to team on technical, data analysis, process & communication areas..
- Experience working with Global teams.
- Proficient in escalation management, release management, change management, data
analysis and solution design.
- Available to lead & solve P1/P2 issues/situations.
- Monitor and present SLA adherence, Customer KPIs, resource utilizations.
- Measurement of support performance using key metrics.
- Perform periodical audits & contribute to process improvements.
- Plan, execute and track product releases and enhancements.
- Be an effective advocate for the customer and deliver an excellent customer experience.
- Focus on customer satisfaction, technical proficiency, timeliness of support delivery and
understanding customer needs around speed, quality, and value.
- Collaborate with Customer Success team and drive support excellence initiatives to
enhance
customer's support experience.
- Prepare business continuity plan from support delivery perspective.
- Be responsible to assess employees performance on a regular basis.
Desired Candidate Profile
Strong hands on Linux flavored operating system (RHEL, CentOS, Ubuntu.
Well versed in supporting Product/Applications built on Preferably java based.
Should be strong in SQL/PLSQL advanced troubleshooting skill on database like Postgres/Mongo DB, MS SQL Server.
Experience in Cloud Lifecycle Management, client-server systems, Application Lifecycle Management and Customer Management. Ex: AWS, Azure or GCP
Good experience in Contact Center Operations, ChatBot Apps
Domain knowledge in BSFI, Telecom, Retail, health care etc. domains
Experience in AI conversational analytics/Data Analytics, Data Visualization tools
Hands-on experience in working with support groups (including remote team), and 24x7 support operations.
Excellent Troubleshooting, strong analytical skills, methodical thinking, and ability to define problems and frame solutions.
Must have good handson experience on audit and quality monitoring process.
Proficiency with PowerPoint, Word and Excel
Ability to organize, prioritize and manage personal and teams work.
Excellent communication, presentation (both oral and written) and influencing skills.
Ability to work as team player in a technology driven environment.
- Must Have.
- Linux - Intermediate
- SQL Intermediate/Basics
- Databases - MySQL, Postgres etc
- Any Ticketing tools - Jira, BMC remedy, Service now
Good to Have.
- Docker intermediate
- Rest/Webservices
- Client tools - Tableau / Visual studio / Power BI
- Messaging services - Kafka, IBM Mqs
- AWS/Azure/GCP Hands on knowledge
- Orecx
- Anisble
- Kubernetes