Sr Manager - Cloud & Security Customer Service Operations

Role Overview: You will be responsible for driving and monitoring a 24x7 customer-facing team providing L1, L2 & L3 technical support in Cloud & security domain. Your objective will be to provide timely resolution to technical issues faced by customers and ensure a good post-sales support experience. This tactical role has a significant mid-term impact on the business unit's overall results. Key Responsibilities: - Monitor and review resolution of customer issues by the customer service operations team, analyze productivity, and escalation of issues. - Manage incident management by assigning incident managers for critical/escalated faults, handling all customer communication, and collaborating with internal stakeholders for timely fault resolution. - Plan support needs for customers, ensure timely execution of service acceptance function, and compliance with turnaround time (SAT). - Engage with customers to understand their expectations, gather transaction feedback, and ensure closures within the fault window. - Monitor spikes in escalation of tickets and devise mechanisms to track all escalations, identify root causes, and implement solutions to avoid escalating situations. - Review performance periodically, minimize recurrence of incidents based on past trends, and share timely feedback with the engineering team on customer experience and major issues. - Identify key problem segments, plan changes proactively, and lead a large team effectively. Qualification Required: - Excellent customer handling ability. - Experience in dealing with large team sizes. - Expertise in building process efficiency, implementation, installation, integration troubleshooting, and overall functionalities.,