The successful candidate will be experienced in leading and developing a support team within a product support environment
This position will oversee the teams active case workload and provide guidance where required with a focus on a high-quality world-class customer experience.
Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution. Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives
Assists with the maintenance of and compliance with department policies and procedures
Identifies team and individual training needs and assist in driving the delivery of these training initiatives
Mentors and coaches Technical Support Engineers, soft skills, case management, technical skills, etc.
Participates and leads hiring to get the best available talent

Qualification (Knowledge & Skills)

6-8 years of Experience in Production Support. Preferably in the BFSI domain.
Experience of leading L1 & L2 support resources
Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data
Prior experience working for a global IT vendor in a similar role
Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually
Experience serving as a customer advocate able to understand and articulate the needs of the client and deliver on those needs
Ability to keep calm and cool during critical situations and skilled in handling high profile situations with ease
Must be motivated by challenges, results driven, and able to recommend multiple solutions for a problem
Strong negotiation and difficult conversation skills for leading critical discussions and setting customer expectations
Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)
Proven ability to prioritize workload
Ability to share constructive feedback; be able to adapt to and embrace change

Requirements

Three years bachelor regular degree
Must have a minimum of 6 years of experience in a technical support environment with 1 - 2 years of people management experience
Understanding of SLA definitions and tracking.
Understanding of Support metrics
Excellent in Customer communication and has a natural flavour for Customer Service
Good people management skills.
Good understanding of computer systems, mobile devices, and other tech products
Hands on experience on On-premise & Cloud deployments
RHEL/CentOS and Debian/Ubuntu
NodeJS (PM2 is a plus)
MongoDB and Oracle , RabbitMQ
Strong understanding of Networking and TCP/UDP protocols
AWS (Covers S3)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Ability to diagnose and troubleshoot basic technical issues
Bachelor’s degree in Information Technology, Computer Science or relevant field
Startup experience is a plus

Role & Responsibilities

The successful candidate will be experienced in leading and developing a support team within a product support environment
This position will oversee the teams active case workload and provide guidance where required with a focus on a high-quality world-class customer experience.
Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution. Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives
Assists with the maintenance of and compliance with department policies and procedures
Identifies team and individual training needs and assist in driving the delivery of these training initiatives
Mentors and coaches Technical Support Engineers, soft skills, case management, technical skills, etc.
Participates and leads hiring to get the best available talent

Qualification (Knowledge & Skills)

6-8 years of Experience in Production Support. Preferably in the BFSI domain.
Experience of leading L1 & L2 support resources
Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data
Prior experience working for a global IT vendor in a similar role
Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually
Experience serving as a customer advocate able to understand and articulate the needs of the client and deliver on those needs
Ability to keep calm and cool during critical situations and skilled in handling high profile situations with ease
Must be motivated by challenges, results driven, and able to recommend multiple solutions for a problem
Strong negotiation and difficult conversation skills for leading critical discussions and setting customer expectations
Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)
Proven ability to prioritize workload
Ability to share constructive feedback; be able to adapt to and embrace change

Requirements

Three years bachelor regular degree
Must have a minimum of 6 years of experience in a technical support environment with 1 - 2 years of people management experience
Understanding of SLA definitions and tracking.
Understanding of Support metrics
Excellent in Customer communication and has a natural flavour for Customer Service
Good people management skills.
Good understanding of computer systems, mobile devices, and other tech products
Hands on experience on On-premise & Cloud deployments
RHEL/CentOS and Debian/Ubuntu
NodeJS (PM2 is a plus)
MongoDB and Oracle , RabbitMQ
Strong understanding of Networking and TCP/UDP protocols
AWS (Covers S3)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Ability to diagnose and troubleshoot basic technical issues
Bachelor’s degree in Information Technology, Computer Science or relevant field
Startup experience is a plus

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About Skandhanshi Infra Projects

Founded :

2008

Type :

Services

Size :

100-1000

Stage :

Profitable

About

"Every successful project is a by-product of our hard work and determination gained by the trust and satisfaction of our customers". Skanda has evolved into Skandhanshi with more potential to acquire successful projects within cities as well for a rapid growth of the organization. Since 2008 SKANDHANSHI has been providing various services and helping people to fulfil their dream of construction. Head Quartered in Kurnool, Skandhanshi is one of the best construction companies with 10 years of experience acquiring more than 40,000 customers. As of now, Skandhanshi has constructed an area of 17 lakh sq.ft which includes plots, apartments, gated communities, villas, commercial complexes and many more enticing projects. Previously Skandhanshi has expanded its prominence in Kurnool, Anantapur, Nandyal and Tadipatri in AndraPradesh, Ballari and Bengaluru in Karnataka. Now it has been established in Kadapa (Andhra Pradesh) and Hyderabad (Telangana). It has also unfenced the barriers to commence a corporate office in Hyderabad soon for the reinforcement of the company's goals.

Nagraj Kumar

Connect

Company social profiles

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