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 Tool c. Signal Fx / Datadog d. Jenkins
Job Title
Service Manager