Support Manager

Role & responsibilities

• Lead and supervise the team of Application Support Executives for providing L2 Application Support.
• Setting team goals, managing workloads, providing mentoring, coaching and training, conducting performance evaluations, and fostering a positive and collaborative work environment.
• Should be able to troubleshoot complex issues and provide guidance to their team on resolving challenges.
• Drive timely identification, investigation, resolution, root cause analysis and replication of issues.
• Create reports on various parameters such as performance, various metrics, tickets, escalations and resolutions etc.
• Evaluate customer support tickets and prepare action plan for improvements.
• Implement strategic plans to improve customer support and Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Troubleshoot problems and coordinate with various internal departments to resolve problem.
• Stakeholder Management

Preferred candidate profile

• Candidate with strong leadership skills and should have experience as a Manager in Customer Support area.
• Candidate needs a deep understanding of the applications they support, including their architecture, functionalities, and integration with other systems. They should be able to troubleshoot complex issues and provide guidance to their team on resolving challenges.
• Should have experience of IT application support / IT product support preferably Enterprise SaaS products.
• Ability to drive leads and experience of managing an Application Support process which provides Support with multiple channels like Calls, Chat, and Emails.
• Ability to work across different internal organizations like L1, L2 Support and Delivery.
• Stakeholder management ability to manage internal as well as external stakeholders. Effective communication with end users as well as customers management.
• Must have excellent verbal and written communication skills as well as presentation skills.