Manager - Software Support

Roles and Responsibilities :

• Supervise and mentor the Level 1 support team, providing guidance, training, and performance evaluations
• Schedule and manage shift rotations to ensure 24/7 coverage and optimal team performance
• Foster a positive and collaborative team environment
• Performance management for On role and contractual employees

NOC Operations :

• Oversee the daily operations of the NOC (Alerts & Maintenance of production servers & application), ensuring all monitoring and incident management processes are followed
• Implement and enforce standard operating procedures (SOPs) for all team processes
• Ensure timely and effective communication and escalation of incidents to relevant stakeholders

Customer Support :

• Ensure the Level 1 support team triages and promptly address customer inquiries or technical issues by aligning required stakeholders
• Define processes to ensure no critical alert or maintenance activity is missed
• Lead & Drive customer escalation calls
• Monitor customer feedback and satisfaction metrics, implementing improvements as needed
• Ensure GreyOrange s Peak Support & War-rooms process (continuous bridge calls during hypercare) are owned and executed without failures

Performance Monitoring and Reporting :

• Track and analyse key performance indicators (KPIs) related to NOC and Level 1 support operations
• Generate regular performance reports and dashboards for senior management
• Identify trends and areas for improvement, recommending and implementing solutions to enhance service quality
• Collaboration and Coordination -
• Work closely with other departments as a shared services team, such as Level 2/3 support, CloudOps, and Operations to ensure seamless incident resolution and service continuity
• Participate in cross-functional projects and initiatives aimed at reducing inflow of repetitive alerts/incidents

Continuous Improvement :

• Proactively identify opportunities for process improvements and efficiency gains
• Lead initiatives to implement new tools, technologies, and methodologies that enhance the NOC and support functions

What you should have:

• Graduate with 7+ years of experience in technical support or contact center domain, including 3+ years as people manager in product support
• Experience of managing offshore support teams and vendors for enterprise client support
• Experience driving process and cultural changes to deliver a truly world class support