Assistant Manager - Software Support

Job Description

Roles and Responsibilities : Supervise and mentor the Level 1 support team, providing guidance, training, and performance evaluations. Schedule and manage shift rotations to ensure 24/7 coverage and optimal team performance. Foster a positive and collaborative team environment. NOC Operations - Oversee the daily operations of the NOC (Alerts Maintenance of production servers application), ensuring all monitoring and incident management processes are followed. Implement and enforce standard operating procedures (SOPs) for all team processes. Ensure timely and effective communication and escalation of incidents to relevant stakeholders. Customer Support - Ensure the Level 1 support team triages and promptly addressing customer inquiries or technical issues by aligning required stakeholders. Define processes to ensure no critical alert or maintenance activity is missed. Lead Drive customer escalation calls. Monitor customer feedback and satisfaction metrics, implementing improvements as needed. Ensure GreyOrange s Peak Support War-rooms process (continuous bridge calls during hypercare) are owned and executed without failures. Performance Monitoring and Reporting - Track and analyse key performance indicators (KPIs) related to NOC and Level 1 support operations. Generate regular performance reports and dashboards for senior management. Identify trends and areas for improvement, recommending and implementing solutions to enhance service quality. Collaboration and Coordination - Work closely with other departments, such as Level 2/3 support, CloudOps, and Operations to ensure seamless incident resolution and service continuity. Participate in cross-functional projects and initiatives aimed at reducing inflow of repetitive alerts/incidents. Continuous Improvement - Proactively identify opportunities for process improvements and efficiency gains. Lead initiatives to implement new tools, technologies, and methodologies that enhance the NOC and support functions. Key Requirements: Education: Bachelor s degree in Computer Science, Information Technology, or a related field. Experience: Overall experience of 5-7 years in the Support industry with 1-2 years of experience as a Team Lead or Assistant managerial role. Skills: Leadership, Team Management, Problem Solving, Analytical Abilities, Strong Communication Skills, Ability to work in a fast-paced, high-pressure environment.