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| Job Location | Chennai |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Responsibilities: Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals. Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers. Ensure the delivery of high- quality technical and soft- skills training for direct reports. Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals. Effectively represent the Support department on cross- organizational teams to deliver on organizational objectives. Manage workflows and schedules for direct reports and ensure adequate workload coverage. Deliver regular reports that provide qualitative and quantitative descriptions of business performance. Manage key processes including FAQ analysis, case reviews, and customer feedback analysis. Develop and maintain Support procedures and policies. Advocate for customers and define ways to continually add value to the customer experience. Serve as a manager, mentor, knowledge resource, and escalation point for Tier 2 Support employees; Build credibility and trust within the support group. Experience/ Skills Required: BE/ B.Teh/ MCA. MSC/ BSC or Equivalent. Minimum of 10 years managing technical support professionals. Minimum 10 years of experience in a technical support role. Experience with support tools and phone systems. Excellent written and verbal communication skills. Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, QA, Program Management, and Product Management. Ability to understand and escalate issues efficiently and appropriately. Demonstrated strong work ethic and advanced organizational skills. Ability to develop and deliver creative business solutions for complex problems. Ability to effectively work with tight schedules and fast paced environment. Experience/ Skills Desired: Ability to attract, hire and retain high- performing support professionals Functional or technical JIRA application knowledge. Experience building or managing Developer Support teams. Ability to develop and deliver creative business solutions for complex problems. Ability to effectively work with tight schedules and fast paced environment Technology Stack that we use: Programming languages: Java, ASP.NET, C#.NET, C , Python, Javascript, Omnimark.Markup languages & related technologies: XML, XML Schema, DTD, XSLT, XSL- FO, HTML, CSSWebservers: Apache Tomcat, Microsoft IISBuild and Configuration Management Tools: Apache Ant, Maven, Subversion,