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Product Support Manager

8.00 to 13.00 Years   Bangalore   24 Jun, 2021
Bidgely Technologies Private Limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaProduction,General / Other Software
EmploymentTypeFull-time

Job Description

Bidgely is looking for an extraordinary and dynamic Product Support Manager to be a part of the Support Services team at Bidgely which include team members in Bangalore and the Mountain View, California. You must have a passion for superior customer satisfaction as part of a successful consumer-facing global product organization. You must be a good problem solver and trouble-shooter yourself and should be able to work across geographies and time zones to manage customers across the globe. Be part of a highly energetic and innovative team and creating customer delight as a differentiator for Bidgely.

As Product Support Manager You Will
  • Building the roadmap and for ensuring 365*24*7 operational support for all the services meeting stringent SLAs
  • Prepare and present support metrics , SLA breaches and customer impact ( due to Production outrages ) on a monthly basis
  • Be the single point of Escalation for any production incident from External or Internal stakeholders. Handle the escalations, effectively communicate with a global audience and participate in calls resolving outages
  • Hiring, coaching, and leading the Support and Operations team
  • Driving continuous improvements in process and operational efficiency
  • Lead process- improvement efforts and manage the implementation of both business processes and technical solutions
  • Mentoring, coaching and leading staff engineers
  • Identifying operational tools and driving its roadmap
  • Drive innovation and improve the overall efficiencies by reducing operational burden
  • Will need to work, drive best practices across cross functional teams
You Will Bring
  • 8+ years of development/ technical support experience
  • 3+ years experience managing people. Experience in hiring, building, and supervising high performance teams
  • Extensive relevant hands- on technical management experience of support/ operations teams and skills troubleshoot, debug, evaluate, and resolve software. Experience in managing 24 7 support/ operations teams
  • Demonstrated experience in supporting Java based applications. Strategic planning backed by data
  • Knowledge of UNIX shell, Databases (SQL), Tools, Java, JavaScript
About You
  • Passionate about a clean energy future
  • Innovative You challenge the status quo
  • Resilient You enjoy meeting challenges head on and strive to find creative solutions to problems
  • Data driven you understand the importance of data in decision making
,

Keyskills :
product supportslacustomer relationserpmentoringhigh performance teamssupport servicesequipment supplytechnical supportstrategic planningprocess improvementbehavioral trainingoperational supporttechnical managementcustomer satisfactionopera

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