5.0 - 10.0 years

5 - 10 Lacs

Gurgaon / Gurugram, Haryana, India

On-site

Roles and Responsibilities : As a Manager - Software Support, you will lead a team of technical support professionals who provide unmatched support to our customers across product lines and sites. This position requires a strong customer focus as well as demonstrated management, advanced technical skills and strong leadership skills. You will use your astute observational powers and analytical skills to identify inefficiencies and relentlessly pursue the path of continuous improvement to drive customer happiness. You will love it here if you have a bias towards action, enjoy solving problems for customers and want to be part of defining what the future of automation in warehouses will look like. What you will be doing : Take ownership to drive customer experience by ensuring customer support metrics and SLAs are achieved Manage a 24/7 team and provide an environment of continuous improvement and professional growth Help evaluate, recommend, implement, and maintain customer support and service applications and tools Streamline and automate processes that improve customer satisfaction and drive operational efficiencies Foster team expertise to minimize reliance on Engineering, empowering the team to handle challenges independently and effectively Review RCAs for incidents, release proactive service advisories and drive a continuous improvement roadmap Maintain an effective feedback loop with Product and Engineering teams to improve service delivery What you should have: Graduate with 7+ years of experience in technical support or contact center domain, including 3+ years as people manager in product support Experience of managing offshore support teams and vendors for enterprise client support Experience driving process and cultural changes to deliver a truly world class support Possess hands-on experience with Linux, PostgreSQL, Python scripts, and GCP. Knowledge of JavaScript and Erlang is a valuable added advantage

Posted 1 month ago

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Manager - Software Support GreyOrange

7.0 - 10.0 years

7 - 10 Lacs

Gurgaon / Gurugram, Haryana, India

On-site

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 Performance management for On role and contractual employees 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 address 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 as a shared services team, 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 What you should have: Graduate with 7+ years of experience in technical support or contact center domain, including 3+ years as people manager in product support Experience of managing offshore support teams and vendors for enterprise client support Experience driving process and cultural changes to deliver a truly world class support

Posted 1 month ago

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