Manager Technical Resolution

Job description:

Designation: Manager TR

Location : Bangalore

Responsibilities:

• Oversee day to day support operations for team of support engineers of varying experience working across our entire product portfolio and times of day

• Be a client advocate! Own the issue and the solution!

• Track and review Key Performance Indicators and metrics against Service Level Agreements

• Assist new team members with training and OJT

• Expert in our company's support processes, workflows, communication standards and process knowledge

• Willing to step in and assist customers, partners and other team members

• Mentor and grow team of support engineers to develop their technical and soft skills

• Ensure support inquiries are following the correct internal channels are addressed in a timely fashion

• Collaborate with other support and product leaders to prioritize software bugs for resolution

• Participate in status calls with clients and other team members • Contribute to growing knowledge base with internal and client facing content

• Document all communication via ticketing systems Skills and Qualification:

• Graduate degree in Computer Science, Computer Engineering, or related technical discipline from Tier 1 Institutes

• 5+ years working in a support or similar client facing role in software

• Prior experience managing a support and implementation services team

• Interested in process excellence; proven experience optimizing a support (or similar) process workflow

• Motivated by developing others

• 5+ years working in a support or similar client facing role in software • Bachelors degree with focus in computer science, information sciences or Engineering background

• Proficient/fluent English-language written and verbal communications skills

• Advance Excel, Strong in Data Management,

• Excel report Preparation

• Ability to work autonomously and also collaborate effectively

• Ability to explain technical issues to non-technical staff and clients

• Experience using case management systems (Salesforce.com, Jira, ZenDesk)

• Banking / Visa / Master experience

• Should be ITIL certified

• Familiarity with Java/J2EE applications, Unix & Linux

• Familiarity with database technologies including Oracle or SQL Server • Experience with reporting/business intelligence solutions a plus