Company Description OvalEdge is a cost-effective data governance suite and data catalog that enables analysts to discover data and deliver powerful insights quickly. The platform combines data catalog, self-service ETL, and collaboration tools into one easy-to-use platform for understanding trends and gaining deeper perspectives. Role Description This is a full-time on-site role in Hyderabad for a Technical Writer at OvalEdge. We seek a highly-skilled Technical Writer to join our team and take ownership of documenting product release notes and functionality. The ideal candidate will excel at simplifying complex concepts, testing features, and creating clear, user-friendly documentation. Key Responsibilities Release Notes Write comprehensive and clear product release notes covering new features, enhancements, bug fixes, and migration issues. Use tools like Google Docs and GitBooks to manage and publish and Functionality Documentation : Provide detailed explanations of new features, supported by examples, flowcharts, and screenshots using Snag It. Update existing documentation with enhancements and create "how-to" guides outlining features, business use cases, and step-by-step and Integration Guides : Develop installation documents for Virtual Machines, Containers, and Cloud environments across Windows and Linux platforms. Create integration and configuration guides for systems like Google, Microsoft, Slack, Tomcat, MySQL, MariaDB, Java, and Documentation : Write comprehensive API documentation, including endpoint descriptions, request and response formats, authentication details, and usage Reports : Prepare performance and vulnerability reports for significant releases, highlighting key metrics and security Help : Write concise, context-sensitive help content for the application's features, screens, and fields, ensuring users get relevant information and Testing : Collaborate with product managers, developers, and QA teams to understand features and requirements. Test features to ensure accurate documentation. Required Skills And Qualifications Language Proficiency : Strong command of English with excellent grammar and the ability to simplify complex concepts. Technical Knowledge : Familiarity with databases, data governance principles, and related Tool Proficiency : Experience using Google Docs, GitBooks for content management, and Snag It for visual Documentation Expertise : Proven ability to create user-friendly installation, integration, and configuration Analytical Skills : Ability to testing and understanding software features to provide accurate Collaboration Skills : Strong communication and collaboration abilities, working effectively with cross functional teams. Preferred Experience Familiarity with creating documentation for Cloud environments, Virtual Machines, and Containers. Understanding of configuration and integration processes for systems like Tomcat, MySQL, and Elasticsearch. Experience writing performance and vulnerability reports. Qualifications Background Master's in marketing and Bachelors degree in Computer Science, Information Technology, or a related field. Experience : 810 years of hands-on experience in IT Product Organizations (ref:hirist.tech)

The Associate Director Customer Support is a leadership role responsible for guiding and optimizing customer service operations. This position plays a vital role in shaping strategic direction, driving operational excellence, and ensuring consistently high-quality customer experiences. Serving as a key liaison between frontline support teams and Product teams, the Associate Director ensures that critical customer issues and escalations are effectively communicated and resolved, helping to drive product improvements and operational alignment with customer needs. Responsibilities GCS Customer Operations: Establish and implement a strong customer support ticket management process using JSM with clear SLAs, Account mapping, and workflows. Track Metrics related to Customer engagement, Tickets closure SLAs Ticket Ageing, SLA adherence, release information by customer etc. Create Dashboards for Senior Leadership visibility. Identify Churn risk customers, create action plans to avoid the churn. Implement strategies to improve key metrics such as customer satisfaction, Response & Resolution time SLAs,. Operationalise the shift model and set clear objectives for shift transition and monitoring. Track and monitor the managed services contracts to ensure seamless support throughout the engagement. Review & Track weekly status reports to be sent to key customers. Team Leadership And Management Provide strong leadership, mentorship, and guidance to customer support teams, including Support Leads and Managers. Review accounts regularly with Technical Account Managers to track the customer engagement & health. Foster a collaborative and customer-centric culture that empowers employees to deliver outstanding support. Manage and coach customer support representatives, providing guidance, training, and feedback to enhance their skills and performance. Set operational goals, KPIs, support engineers, and monitor performance metrics. Identify key strategic accounts and work closely with TAMs to increase customer adaption & experience. Process Improvement And Quality Assurance Identify process gaps and inefficiencies within operations and implement continuous improvement initiatives. Develop and maintain quality assurance programs to ensure consistent delivery of high-quality customer interactions. Develop an efficient process for capturing customer requirements effectively and provide the inputs to product teams. Develop repeatable processes for smooth customer migrations to new releases. Work closely with product & engineering teams to create customer communication artifacts. Cross-Functional Collaboration Collaborate with cross-functional teams (Product, Engineering , DevOps etc.,) to address customer issues, requests and enhance the overall customer experience. Work closely with the PM & Release teams to ensure we meet customer commitments. Partner with Operations Leadership in identifying and recommending opportunities and solutions to formalize processes and procedures. Build strong relationships with internal departments to align customer support operations with overall company goals. Work closely with sales for all managed services engagements & churn risk customers. Qualifications And Requirements Education and Experience: Overall 10 years of experience with a Bachelor's degree. At least 6-8 years of experience in customer support, operations, or support roles, with 3+ years in a leadership capacity, including managing cross-functional teams/groups. Experience in client relationship management and Customer Support operations management. Experience with workforce management, training, and quality assurance is an asset. Skills And Competencies Exceptional and effective communication skills (oral and written) with an approach that builds and nurtures strong relationships. Strong analytical, problem-solving, and project management abilities. Detail-oriented team player attitude with creative problem-solving skills. Ability to work both independently and in a team setting within a fast-paced environment. Exceptional time management, organizational, and prioritization skills. Proficiency with the JIRA Service Management tool for Customer Support. In-depth knowledge of customer support best practices, metrics, and quality standards. Ability to effectively present information to groups of managers, clients, and customers. (ref:iimjobs.com) Show more Show less

Company Description OvalEdge is a cost-effective data governance suite and data catalog that enables analysts to discover data and deliver powerful insights quickly. The platform combines data catalog, self-service ETL, and collaboration tools into one easy-to-use platform for understanding trends and gaining deeper perspectives. Role Description This is a full-time on-site role in Hyderabad for a Technical Writer at OvalEdge. We seek a highly-skilled Technical Writer to join our team and take ownership of documenting product release notes and functionality. The ideal candidate will excel at simplifying complex concepts, testing features, and creating clear, user-friendly documentation. Key Responsibilities Release Notes Write comprehensive and clear product release notes covering new features, enhancements, bug fixes, and migration issues. Use tools like Google Docs and GitBooks to manage and publish and Functionality Documentation : Provide detailed explanations of new features, supported by examples, flowcharts, and screenshots using Snag It. Update existing documentation with enhancements and create "how-to" guides outlining features, business use cases, and step-by-step and Integration Guides : Develop installation documents for Virtual Machines, Containers, and Cloud environments across Windows and Linux platforms. Create integration and configuration guides for systems like Google, Microsoft, Slack, Tomcat, MySQL, MariaDB, Java, and Documentation : Write comprehensive API documentation, including endpoint descriptions, request and response formats, authentication details, and usage Reports : Prepare performance and vulnerability reports for significant releases, highlighting key metrics and security Help : Write concise, context-sensitive help content for the application's features, screens, and fields, ensuring users get relevant information and Testing : Collaborate with product managers, developers, and QA teams to understand features and requirements. Test features to ensure accurate documentation. Required Skills And Qualifications Language Proficiency : Strong command of English with excellent grammar and the ability to simplify complex concepts. Technical Knowledge : Familiarity with databases, data governance principles, and related Tool Proficiency : Experience using Google Docs, GitBooks for content management, and Snag It for visual Documentation Expertise : Proven ability to create user-friendly installation, integration, and configuration Analytical Skills : Ability to testing and understanding software features to provide accurate Collaboration Skills : Strong communication and collaboration abilities, working effectively with cross functional teams. Preferred Experience Familiarity with creating documentation for Cloud environments, Virtual Machines, and Containers. Understanding of configuration and integration processes for systems like Tomcat, MySQL, and Elasticsearch. Experience writing performance and vulnerability reports. Qualifications Background Master's in marketing and Bachelors degree in Computer Science, Information Technology, or a related field. Experience : 810 years of hands-on experience in IT Product Organizations (ref:hirist.tech) Show more Show less