10.0 - 15.0 years

0 Lacs

haryana

On-site

As the Manager/Senior Manager for the Global Support team at Sirion, you will play a crucial role in leading the Service Desk function. You will be responsible for managing a team that serves as the initial point of contact for all business users, internal and external, ensuring timely resolution of L1 queries and efficient routing of tickets to the relevant departments. Your focus will be on executing the service desk strategy to enhance customer service and build a global service desk that operates 24x7x365 to support Sirion products for customers worldwide. Your responsibilities will include running the global service desk, identifying and routing requests/incidents, monitoring ticket queues, and driving operational efficiencies through adherence to ITIL processes. You will be tasked with managing teams to ensure the fitness of resources for continuous support, preparing leadership reports, coordinating with various teams, and supervising requests related to growth, resources, and vendors. Additionally, you will be required to follow standard processes for issue escalation, build process documentation and SOPs, and ensure timely audit and quality checks of support activities. To be successful in this role, you should have a technical education background in computer science, along with 10-15 years of experience in technical support, customer support, or application support. Proficiency in handling global customers, familiarity with ITSM processes, excellent communication skills, and strong knowledge of ticketing tools are essential. Your commitment to diversity and inclusion will be highly valued in our inclusive work environment. If you are excited about this opportunity and possess the required qualifications and skills, we encourage you to apply by visiting our Careers at Sirion page and following the simple application process. We look forward to hearing from you and potentially welcoming you to our dynamic team at Sirion.,

Posted 2 weeks ago

Apply

Senior Manager Sirion

10.0 - 15.0 years

0 Lacs

haryana

On-site

You will be joining Sirion, the world's leading AI-native CLM platform, which is at the forefront of applying generative AI to transform the way enterprises store, create, and manage contracts. With a focus on extraction, conversational search, and AI-enhanced negotiation capabilities, Sirion has revolutionized contracting across enterprise teams, including legal, procurement, sales, and finance. Trusted by the world's most valuable brands, Sirion manages over 7 million contracts worth nearly $800 billion and relationships with more than 1 million suppliers and customers in over 100 languages. Analysts like Gartner, IDC, and Spend Matters consistently recognize Sirion as a leader in CLM due to its category-leading innovation. As a Manager/Senior Manager in the Global Support team based in Gurugram, Haryana, you will lead the Service Desk function. Your role will involve serving as the initial point of contact for all business users, both internal and external. You will oversee the ticket queue, handle all L1 queries, and ensure timely escalation of issues to the appropriate departments. The primary objective is to establish and operate a global service desk that operates 24x7x365, providing support for Sirion products to customers across the US, Europe, Australia, and APAC. Your responsibilities will include adhering to ITIL processes, monitoring the ticket queue, driving operational efficiencies, documenting processes, managing service levels, and overseeing resource management. Your key responsibilities will include running a global service desk, resolving L1 requests, identifying and routing incidents, managing ticket ownership, representing Sirion to track and resolve serviceability and product quality issues, managing teams to ensure 24x7x365 support, preparing leadership reports, coordinating with various teams, supervising requests related to growth and resources, following escalation processes, building process documentation, ensuring appropriate ticket information, conducting audits and quality checks, setting up support strategies aligned with customer expectations, tracking performance against service levels, and managing resources effectively. To excel in this role, you will need a technical education background in computer science, 10-15 years of experience in technical support or customer support roles, proficiency in handling global customers, familiarity with ITSM processes, excellent communication and interpersonal skills, strong time management and organizational abilities, and knowledge of ticketing tools and chat-based support. If you are excited about this opportunity, we look forward to receiving your application through our Careers Page at Sirion.,

Posted 2 weeks ago

Apply

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.