Mgr I, Tier III-Prod Sup

As the Manager I, Product Support, you will be responsible for leading and managing direct Technical Product support staff to achieve key operational goals and improve processes. Your role involves ensuring the overall performance and culture of our Tier III Support team, delivering exceptional service to RealPage clients, and managing operational matters effectively. You must possess excellent problem-solving skills, the ability to handle challenging situations with customers and colleagues, and always maintain a professional and enthusiastic attitude. **Key Responsibilities:** - Collaborate with US Tier3 leaders to provide local leadership to designated members of the Hyderabad Tier3 team. - Meet regularly with Tier3 leadership team to give and receive feedback for process and team performance enhancements. - Lead the local Tier3 team by monitoring and coaching staff performance to ensure engagement and ownership. - Provide training and opportunities for cross-discipline connectedness for team members. - Act as an escalation point for staff challenges and gather staff input for process improvements. - Monitor escalation backlog to meet service level standards and mitigate risks affecting SLAs. - Manage escalation plan when objectives are not met and oversee real-time activities to ensure SLAs are achieved. - Build effective relationships across product support teams and internal departments. **Qualifications Required:** - Bachelor's degree in Engineering, Science, Business, Management, or related field. - 12 to 14 years of experience in International Technical Product Support teams with at least 25+ developer analysts or support staff. - 5 to 7 years of Management experience. - Technical Support expertise and notable accomplishments in customer service environments. - Strong knowledge in MYSQL, HTML, API Calling, MS Excel, Power BI. - Excellent interpersonal, written, and verbal communication skills. - Willingness to work in UK / US shift. The ability to work with management teams, strong leadership, logical and analytical thinking, adaptability to changing business conditions, and effective communication are essential for success in this role. Additionally, enthusiasm, leadership, attention to detail, analytical skills, growth opportunities, and the ability to make an impact are key motivators for excelling in this position. Please note that the description provided is not inclusive of any additional details of the company.,