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Senior Manager - Application Support-

10.00 to 12.00 Years   Gurugram   03 Feb, 2021
SirionLabs
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

DescriptionAbout SirionLabs:SirionLabs - SaaS Product firm | is looking for people who simply put are driven to make a difference.SirionLabs is a growth stage company building breakthrough technology in Contract Lifecycle Management. We are hosted on AWS utilizing Aurora, Redshift, Lambda and are built on Java, C#, Golang, Angular, MongoDB and Postgres.We make data speak for itself by ingesting large volumes of machine data, support data and complex enterprise data sets. We rely on NLP (coreNLP), Neuralnets and Machine Learning technologies to improve operational efficiency and for predictive analysis.We are a team of high energy individuals who revel in a rapid-pace, agile product development environment. We aim to build path-breaking, context-aware products that solve meaningful and complex problems. In doing so, we hope to put Indian engineering on the world map. So, if these are the ideals that excite you, there is definitely a place for you at SirionLabs!, Requirements

  • Head Customer Support department.
  • Identify & develop culture, process, and performance improvements and efficiencies.
  • Accountable for customer support strategy with delivery and champions for people management, performance management, and talent agendas, enabling excellence in customer support delivery, upholding a consumer-centric focus.
  • Cost-effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.
  • Secure clear possession of all the processes & procedures.
  • Prepare leadership reports to review the same for precision and totality of contents.
  • Coordinate with the different teams and escalate it to the next level for faster resolution.
  • Develop and maintain all multiple interfaces for customer applications.
  • Supervise everyday requests, take ownership of issues reported, and take them to closure.
  • Process adherence, Audit Compliance, documentation & reporting.
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
  • Contractual Service Level Compliance & Management
  • Follow the standard process for escalation of unresolved issues (Defects & Enhancements) with Product Teams with timely follow-ups.
  • Manage team roster and maintain in 24*7*365 environments on a rotational basis.
  • Build process documentation/Knowledge articles.
  • Periodically review the processes, information & data related to customer requests
Preferred Qualification
  • 10-12 years of Work Experience with technical customer support
  • Excellent communication & interpersonal skills
  • M.Tech, B.Tech, BCA, MCA
  • Experience in handling Global Customer & team of 10 members
  • Well versed with Ticketing tools, ITIL Processes (Incident, Change Management & Problem Management)
  • Good time management and organizational skills

Keyskills :
audit complianceaccountancyproduct qualityservice levelfinanceticketing toolsenterprise dataequipment supplysalestime managementmachine learningcustomer support

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