Senior Technical Manager – Customer Support

Title: Senior Technical Manager – Customer Support

Job Location: - Bengaluru, Karnataka

Job Description: The Technical Manager will lead a team of engineers and technical staff to deliver high- quality software solutions to our customers. This role involves overseeing the technical aspects of customers in support, coordinating development activities, ensuring that technical standards are met, and aligning the team's work with business objectives. The Technical Manager should be hands-on and actively involved in the day-to-day support activities for our customers. They should also focus on implementing reusable tools using MetricStream technologies as well as other non-MetricStream technologies. The ideal candidate should have a strong background in software development, project management, and team leadership.

Key Responsibilities:

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  Understand the customers problems and arrive at solutions quicker
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  Implement fixes that are re-usable and that are permanent.
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  Understand the requirements and translate them into details, that developers can able to understand to develop, troubleshoot and debug software programs for databases and applications
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  Adopt a Hands-on approach in resolving critical Production issues within the stipulated service level agreements (SLA)
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  Should be able to analyze application, database and system logs, utilize advanced All Rights Reserved. technical skills and translate into performance tuning activities
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  Collaborate with the delivery manager in the project estimation for enhancements and change requests, upgrades, preparation of incident and service request backlog, delivery timelines, and release management
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  Enabling a problem management and root cause analysis meeting to identify how certain preventive actions can be implemented.
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  Meet or exceed the quality goals for the project. Contribute to the quality assurance and internal and external Audits
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  Ensuring that the product is functioning well as it is designed for, in addition to ensuring the product delivered satisfies the user requirements
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  Develop informative, coherent and usable project documents, update runbooks etc.
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  Involved in providing maintenance reports, system validation reports, deactivation plans as well as other plans and reports of other documents.
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  Responsible for review and approval of patches to be released to customer environment
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  Responsible for developing re-usable and productivity improvement tools

Skills and Experience

14+ Yrs. of work experience in the Applications Development maintenance and support organization. You will work closely with MetricStream’s customers, product management, QA and support organizations to Support, develop, and deliver high quality applications and support fixes.

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  Qualifications in a computing or computer/engineering related discipline.
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  Strong PC, Unix and database knowledge.
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  Proficient in SQL, PL/SQL and other database languages.
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  Web development skills including HTML, JavaScript and ReactJS.
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  Have strong knowledge on REST API’s
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  Knowledge of Java Programming language is desirable.

• Knowledge on Webservers • Ability to multi-task in a fast paced, team-oriented environment.

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  Ability to quickly master customer solutions.
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  Writing Complex SQL Queries for Reports.
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  Exceptional debugging skills
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  Experience in database performance tuning, work experience in PL/SQL code related
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  Performance issues and quality assurance.
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  Strong comprehension, analytical and problem-solving skills
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  Ability to work closely with customers and manage their expectations.
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  Excellent Communication skills (written & verbal) are mandatory.
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  Excellent Documentation skills to document the solutions, resolutions, and RCA’s.
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  Team Management and Prioritization skills
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  Awareness of AI use cases like ticket triage, chatbots, and trend prediction to enhance customer experience
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  Ability to identify opportunities to improve customer experience using AI-driven solutions
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  Skilled in driving team adoption of AI tools to augment support processes and efficiency

Education Bachelor’s degree in engineering/Master’s degree in computer applications