Job Description
Key Responsibilities: Team Leadership & Operations Management: - Lead daily operations of the technical support team, ensuring adherence to SLAs, TAT, and KARAs. - Develop strategies to optimize team performance and efficiency. Roster & Shift Management: - Oversee team rosters to ensure adequate coverage and balanced workloads. Client Engagement & Escalation Handling: - Act as primary point of contact for client escalations, resolving complex technical issues promptly. - Maintain strong client relationships and ensure high satisfaction levels. Training & Development: - Conduct regular training sessions to enhance team technical skills and product knowledge. - Foster a culture of continuous learning and improvement. Ticket Resolution & Incident Management: - Ensure timely and effective resolution of support tickets. - Coordinate incident management processes with cross-functional teams. Reporting & Performance Monitoring: - Generate and analyze performance reports, highlighting team performance, ticket trends, and improvement areas. - Monitor KPIs to ensure service excellence. Process Improvement & Documentation: - Identify opportunities to enhance efficiency and service quality. - Maintain documentation of support procedures, troubleshooting guides, and knowledge base articles. Skills: Incident Management, Coding, Analytical Thinking, Linux, Process Improvement Experience: 3.00-5.00 Years
Get AI-Matched to This Job
Upload your resume and our AI will score how well you match this and thousands of similar roles.