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Engineering Manager, Tier 2

1.00 to 6.00 Years   Chennai   10 Aug, 2022
RAIDMAX TECHNOLOGIES PVT LTD
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    As the Manager of our Tier 2 support teams, you will work with our leadership, product, quality, customer service, support, devops and engineering teams to own and drive a pleasant and engaging customer experience to internal and external stakeholders. You will leverage your experience as a leader to build and grow the team, develop team members through partnership with other functional leads, and provide valuable insights to the product team to ensure continuous improvement in the platform. You will initially start by building knowledge of the system and internal processes through troubleshooting, reproducing customer reported issues, working with the defect ticketing system, and provide reporting around defect metrics, time-to-close, and incident rate. Working with Product and Engineering leadership you will drive resolution, tacticalresponse, and long-term plans to ensure our platform availability and responsiveness to customers is world class.What You Do:
    • Manage the tier2 team to achieve business objectives including the attainment of targets for service levels and resolution time
    • Set team goals in alignment with tier2 delivery objectives. Assist direct reports in the definition and attainment of individual goals
    ,

Keyskills :
safetycommissioningpreventive maintenanceiso

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