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Production Support Manager

10.00 to 15.00 Years   Hyderabad   01 Feb, 2021
Sapwood Ventures Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryEnvironment / Waste Management
Functional AreaGeneral / Other Software,Sales / BD
EmploymentTypeFull-time

Job Description

Roles and Responsibilities :

  • Experience in a technical support role, proven analytical skills, and strong communication skills are a must. Support Manager should be comfortable acting as an escalation point with customers, development, DevOps, IT Infra, and sales teams, and be able to manage projects through to completion.
  • Manage support operations. Ensure incoming chats, emails, tickets, and calls are handled with the highest level of quality and efficiency. 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.
  • Directly manage a team of 15+ highly motivated technical support engineers based in our development and support center located at Hyderabad, India
  • On technical management experience of support/ operations teams and skills troubleshoot, debug, evaluate, and resolve software.
  • Daily operation and management of the Technical and Product Support team through the effective use of resources, including scheduling, staff development, and management of client escalations.
  • Maintain a deep understanding of the product application including the various features and configuration options to be able to provide the required guidance to support engineers.
  • Improve tools and processes to enable us to deliver support at scale as the company grows at a tremendous rate: a ticketing system, knowledge management, self-help, user forums, customer feedback management, etc.
  • Drive regular meetings with the team. Manage team performance to goals, continuously evaluating and making adjustments as necessary.
  • Effectively manage day-to-day team operations.
Desired Candidate Profile :
  • 10+ years of experience in technical support or equivalent. Experience in managing 24/7 support/ operations teams.
  • Experience in working with Media and Broadcasting sector would be an added advantage
  • Effective leadership experience, with goal setting and action plans for career development on a team and individual basis.
  • Exceptional analytical, strategic, and problem-solving skills.
  • Experience in Linux troubleshooting. Red Hat, Debian, Centos, and Ubuntu operating systems a must
  • Understanding of application components and functionality; i.e. relational databases (MySQL, MS SQL Server), NoSQL databases (Dynamo DB, AWS Aurora, MongoDB, Redis, etc.), Web servers (Apache, Nginx, etc.).
  • Scripting knowledge in any programming language
  • Monitoring system (Nagios, Zabbix or any other)
  • Experience with virtualization technologies like VMware, Xen, HyperV, etc.
  • Experience in cloud technologies, serverless architecture would be an added advantage
  • Knowledge with Python, Node Js, PHP, Angular JS /Angular 8 is nice to have
If you are interested in the above opening then send me your updated CV along with the following information to esha.mitra@sapwood.net 1. Current Salary 2. Expected salary 3. Notice period 4. Reason for change.,

Keyskills :
accountabilityapplication developmentawsbankingbanking itstrong communication skillsms sqlweb serverssupport centerproduct supportproblem solvingaudio masteringteam performancetechnical supportanalytical skillsoperating systemsstaff develo

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