Senior Manager- Application Support

Job Description

DescriptionAbout SirionLabs:SirionLabs - SaaS Product firm | is looking for people who 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!Job Role: Sr. Manager Application SupportYears of Experience required: 10-12 YearsWork Location: GurgaonAbout the role:Candidate will be responsible for executing the support strategy and tactics that will improve the customer support function. The focus is to build a global customer support group from scratch & this group will support (24x7x365) Sirion product for customers present globally (US, Europe, Australia, APAC). Candidate will be responsible for the implementation of ITSM processes & ticketing solution with chat support/online bot, automation of support activities, audit control & compliance activities, drive operational efficiencies, reporting & process documentations, service level management & resource management. Lastly creating a fun and motivational environment that attracts the best of the best., RequirementsBuild a global customer support team, implement best ITSM practices, implement solutions & processes (ticketing tool, online chat/chat bot, self-service portal for customers) to run operation effectively. Recruit, mentor, train and develop app support teamIdentify & automate the support routine processes & activities.Secure clear possession of problem identification, its analysis, impact analysis and solutions till closureRepresent the Sirion to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.Manage teams to secure fitness of resources to run 24x7x365 support function.Prepare leadership report (all data points) to review same for precision and totality of contents.Assist representatives from counterparts of application and resource planning and comprehend all business requirement and prepare documents.Coordinate with different teams and provide support to all onshore and offshore sites.Develop and maintain all multiple interfaces for customer applications.Supervise everyday requests for matters related to growth, resources and vendors and resolve issues related to production and other environments.Follow standard process for escalation of unresolved issues with product & engineering teams with timely follow-ups.Build process documentation, SOPs & Knowledge articles.Ensure tickets have appropriate information, assigned to the right teams and are classified with the appropriate impact & urgency.Timely audit & Quality check of all support activities and data points.Set up & deploy a support strategy aligned with customer expectations.Track performance against internal & external Service Levels (response time, resolution time, up time)Resource management, track resources performance progress with support metrics, CSAExperience, Qualification & abilities: A degree in technical education/computer science (B. Tech, M. Tech, BCA, MCA)10-12 years of work Experience with technical, Customer Support, SaaS product or application support backgroundProficient in handling global customers and preferably from SaaS product-based organizationsWell versed with ITSM Processes (Incident & Problem Management, Release Management, Change Management)Knowledge of Agile software development lifecycleShould be familiar/past exposure on relational database concepts, SQL query statements, Java/Python development knowledge, JSON and CSS, HTML, Basic understanding of HTTP methods- GET vs POST, working with third party/external APIsExcellent communication & interpersonal skillsGood time management and organizational skills

Keyskills :
misproduct qualitycustomer supportltdimpact analysissalesservice level managementservice levelaccountancyfinanceenterprise dataquality checkservice levelstime managementsoftware development life cycle