- Technology experience of 5+ years in Java or .Net or Big data stack or Cloud based deployments with Kubernetes is preferred
- Proven experience in handling customer support interactions, discussions
- Experience in leading a team of minimum 2530 members from technical domain and have credentials in being a good team leader.
- Experience in handling enterprise support teams size providing service delivery to more than 50 global enterprise customers onpremise solutions or SaaS solution support.
- Experience in providing support on emerging technologybased solutions in Automation and AI.
- Experience in working with data and drawing actionable insights that drive improved customer support strategies for a business.
- Possess exceptional communication skills that allows to inform, help, and advice customers clearly and to liaise effectively with the business's internal managers and other professionals.
- Carry clarity to convey sensitive information and instructions to Product Support Engineers which will determine the effectiveness of the product support organization.
- Desirable - Any Project Manager certification like PMP, PPM
- ITIL Certifications like ITIL Foundation or ITIL Service Manager- Added advantage
- Desirable - Cloud Certifications , Good understanding of AI space / Automation technologies
- Prior Delivery management or account Management experience is an added plus
- Exposure to Software product development , release and maintenance lifecycle processes as in agile development practices is an added advantage
- Define and Manage assigned regional product support portfolio in shared support model effectively and efficiently
- Participating in customer support seminars, reading professional customer support publications, maintaining professional networks, and so forth. These efforts keep the business ahead in customer support practices and give the business a competitive edge by enabling customer satisfaction and retention over competition
- Strategic plans to optimize the product support efforts with the use of automation and selfhelp tools for customer support
- Key accounts
- Communication of need to move forward with product upgrades, on desupported product version, Upgrade and Migration options from product Support
- Initiatives to drive the optimization of teams such as shared talent across products, knowledge sharing sessions. Selfservice initiatives to reduce ticket volumes.
- Reviewing Support SLAs on a monthly/quarterly basis and taking actions on aging tickets and actionize changes to resolve those client issues
- Knowledge Management
- Initiatives are planned , defined and operationalized for the support team
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Associate Director
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Talent500 Bengaluru, IndiaWE ARE TALENT 500: · We help companies hire, build and manage global teams. We are trusted by the world's leading companies - from Fortune 500s and larger enterprises (Walmart, Target, Nike, Pepsi, etc) to industry leaders (Airbnb, Twitter, Uber) and some of the world's fastest-g ...
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Associate Director
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Talent500 Bengaluru, IndiaWE ARE TALENT 500: · We help companies hire, build and manage global teams. We are trusted by the world's leading companies - from Fortune 500s and larger enterprises (Walmart, Target, Nike, Pepsi, etc) to industry leaders (Airbnb, Twitter, Uber) and some of the world's fastest-g ...
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iimjobs Bangalore, India Full timeAssociate Director, Digital Transformation - Supply Chain · Function: Digital · Location: Bangalore · About the role: · Individual will anchor the Digital Product roadmap and Adoption for Supply Chain starting with the Delivery Function. Member to wear a Business Hat, use their T ...
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Associate Director - Bengaluru, India - Edgeverve
Description
Overall responsibility for all the EdgeVerve Product support managing teams across all regions APAC, EMEA and US. Creating and executing strategy for allEdgeverve products for support, optimization of resource utilization. Managing client escalations. Ensuring the product support SLAs committed to the clients are met with minimum breaches. Managing the teams within the AMC revenues from all the products. New contract reviews from product support perspective and giving the sign offs. Very good Customer Experience through after sales Total 16+ years of experience. Minimum 10 years as Manager in IT industry with 3+ years in Leadership position.
- Geo based Support Portfolio management
- Escalations - Communicating Client stakeholders on Escalated issues, SLA reports for product support
- Budgeting for product support activities within the portfolio
- Thought Leadership
- Client Communication Management
- People management - Plan and mentor the team for product related competency development of the team. Performance management as per organization processes. Motivate the team by giving rewards and recognition. Carry out team building activities. Ensure compliances to HR processes. Participate in recruitment drives for the organization. Evaluate training requirements of the team members and nominate them for trainings. Technology and product related Certification of support team
- Hiring - Work with HR for recruiting, orientation, training, assigning, coaching, and disciplining Customer Support Agents.
- Onboarding Support Engineers and Consultants. On-boarding of new employees and managing the inductions
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