Manager, Technical Support

Manager, Technical Support

Our Purpose:

At Majesco, we believe in connecting people and business to Insurance in ways that are Innovative, Hyper-Relevant, Compelling and Personal. We bring together the brightest minds to build the future of Insurance a world where Insurance makes life and business easier, more connected, and better protected.

If you are passionate about the power and possibilities that cloud technologies have unleashed and are looking to deliver transformative and innovative solutions that transform the customer experience, come join us!

Job Overview:

Reporting to the VP of Technical Support, this role will be responsible for managing the support function for one of Majesco's key clients for Majesco products. This includes managing the customer relationship, customer expectations and ensuring that all the contractual obligations are met.

This position is client facing, hands-on, and will have primary accountability of working closely with the Majesco onshore and offshore team, building strong relationships with client, understanding their business needs and pain points, and promoting the value of our products. You will be the face of Majesco and work closely with Product, Engineering, Delivery/Services, and Client Partner teams to ensure our customers success while using our software.

Responsibilities:

Team Leadership & Management

• Lead, coach, and mentor a team of technical support engineers/analysts.
• Set performance goals, conduct regular evaluations, and provide career development opportunities.
• Create and maintain a positive, high-performance team culture.

Operational Excellence

• Manage and prioritize incoming support requests to ensure timely resolution.
• Monitor team performance against SLAs, KPIs, and customer satisfaction targets.
• Develop and enforce best practices, documentation, and standard operating procedures.
• Focus on issue resolution and on reducing the inflow

Customer Escalation Management

• Coordinate cross-functional response teams to resolve escalations quickly and effectively.
• Provide regular status updates to customers and internal stakeholders during escalations.
• Conduct post-incident reviews to identify root causes and implement preventive measures.

Collaboration & Communication

• Partner with product and engineering teams to escalate and resolve systemic product issues or defects.
• Provide feedback from support to influence product roadmap and enhancements.
• Communicate updates and resolutions to stakeholders in a clear and timely manner.

Continuous Improvement & Innovation

• Identify trends in customer issues and proactively recommend solutions.
• Implement tools, automation, and knowledge base improvements to enhance efficiency.
• Monitor industry trends and recommend best practices for technical support
• Work on Knowledge centered support, build documentation and help resolve incidents quickly.

Qualifications and Technical Requirements:

• Bachelor's degree in business administration, Information Technology Management, or a related field
• Minimum of 10 years of experience in Managing teams focused on Technical Support, customer support, and/or account management role.
• Experience working with software development lifecycle and application development process.
• Experience working with and/or manage Developers, Architects, QA Analysts, Support Analysts is preferred.
• Demonstrated strong problem-solving skills and is an individual who can serve as a hands-on leader to roll up your sleeves to get things done.
• Ability to work collaboratively with customers, team members, and stakeholders.
• Excellent interpersonal, communication, and presentation skills
• Strong project management skills, including the ability to manage multiple projects/customers simultaneously.

Preferred Qualification:

• Insurance background and knowledge of Property & Casualty is an add on.