Technical Support Experience with B2B Support· Working Experience in Application and Product Support.· Willing to work in 24x7 Support Model.· Expertise in written communication, Mandatory and Very Important.· Responsible for QA checks performed on every incident in the shift for process adherence.· Conduct periodic Case Review meetings with the team within the shift.· Enable provision of up-to date hourly progress on open tickets based on priorities.· Identify key hotspot issues and drive priority of resolution.· Analyze and identify incident trends across CIs to bucketizing and get insights into more frequently occurring issues.· Enable communication of progress update in required intervals.· Coordinate with different stakeholders which include but not limited to frontline support engineer, Incident Manager & client stakeholders.· Help Team in constructing more meaningful and effective responses to client.· Own and drive service improvement actions.· Monitor & manage the frontline resources who are playing IM role in case of CIs.· Build relationship with Client personnel and be SPOC for critical issues, improvements, and escalations.· Enable Performance Improvement of the team by measuring relevant KPIs.· Show Quarter on Quarter quality improvements.2. Soft Skills - Language· Able to easily understand customer inquiries without assistance.· Consistently interprets complex asks correctly (understands nuanced questions and the ask behind the ask)· Effectively communicates complex information in a digestible way (whether it originates from their own investigation or engineering).· Able to manage customer pushback independently in most cases.3. Trouble Shooting· Approaches complex tickets with curiosity, identifies themes without prompting, able to investigate across multiple areas to "connect the dots" independently.4. Technical Skills – Good to have· Experience with AWS (CloudWatch, S3, RDS or anything equivalent)a. Experience on Salesforce Service Cloud Tool [Incident Management]b. Jira Toolc. Signal Fx / Datadogd. Jenkins
Job Title
Service Manager