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About the Program: Our program is dedicated to providing critical technical and operational support to our global partners, ensuring their seamless experience with our services. We primarily engage through email communication, offering timely resolutions and expert guidance to complex queries. We are seeking an experienced and dynamic leader to manage a high-performing team responsible for elevating our partner communication and technical support capabilities. Key Responsibilities: Strategic Leadership & Team Management: Lead, mentor, and develop a high-performing team of technical and operational partner support specialists, fostering a culture of technical excellence, continuous learning, and partner-centricity. Set clear objectives, conduct regular performance reviews, and implement growth plans for team members, ensuring their continuous professional development. Manage team capacity, resource allocation, and scheduling to ensure optimal coverage and service delivery within a 24x7 rotational shift environment. Act as a point of escalation for complex technical issues and critical partner concerns, guiding the team towards effective and timely resolutions. Operational Excellence & Partner Experience: Oversee the end-to-end support operations, ensuring high availability, rapid incident response, and adherence to established Service Level Agreements (SLAs) for response and resolution times. Develop and implement strategies to enhance partner satisfaction, manage key partner relationships, and provide proactive, high-quality technical and operational support. Drive the continuous improvement of support workflows, tools, and documentation, ensuring efficient analysis and comprehension of complex partner inquiries. Ensure accurate and detailed records of all partner interactions and troubleshooting steps are maintained within support systems. Technical Guidance & Problem Solving: Provide technical guidance and oversight to the team in troubleshooting and resolving complex technical issues related to web-based APIs (e.g., REST, SOAP) and web-based authentication protocols (e.g., OAuth2). Ensure the team can clearly articulate technical solutions and operational instructions in written English, making them easily understandable and actionable for partners. Collaborate effectively with internal technical and product teams to escalate complex issues and drive their timely resolution. Ensure the team can clearly articulate technical solutions and operational instructions in written English, making them easily understandable and actionable for partners. Collaborate effectively with internal technical and product teams to escalate complex issues and drive their timely resolution. Champion Root Cause Analysis (RCA) initiatives to prevent recurrence of critical incidents and identify opportunities for proactive measures. Process Improvement & Innovation: Contribute to the enhancement of support documentation, FAQs, and knowledge base articles. Proactively identify and implement opportunities for process improvements within the support workflow to enhance overall partner satisfaction and team efficiency. Utilize data-driven insights to identify areas of improvement and make informed decisions regarding operational strategies and resource deployment. Minimum Qualifications: 15+ years of overall experience in technical support, operations support, or similar customer-facing technical roles. 5+ years of proven experience managing and mentoring technical support or operations teams. Bachelor's degree in computer science, Information Technology, or a related technical field, or equivalent practical experience. Demonstrated ability to understand complex technical inquiries and articulate solutions clearly and precisely in written English. Solid understanding of web-based APIs (e.g., REST, SOAP) and experience troubleshooting API integrations. Familiarity with web-based authentication protocols, specifically OAuth2. Proven problem-solving abilities with a strong analytical mindset and excellent attention to detail and accuracy. Ability to work effectively in a fast-paced environment and manage a team operating on a 24x7 rotational shift model. Strong customer service orientation with a commitment to partner satisfaction. Preferred Qualifications: Prior managerial experience specifically within the operations and partner support domain . Experience with cloud platforms, specifically Amazon Web Services (AWS). Extensive experience with ticketing systems and knowledge base management. Prior experience leading teams in a global support environment. Proven ability to drive process improvements and implement automation solutions in a support environment. #HCL #HCLTech #lead #manager # RBMlead #Jobopening #openposition #immediatejoiner #jobs #job #HCLjobpostings #hcloppurtunity #joboppurtunity Show more Show less
