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VP- Application Support

3.00 to 7.00 Years   Mumbai City   20 Dec, 2022
JPMorgan
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    The Technical Support Lead will partner with key leads various LOBs (Lines of Businesses) and our product owner during the support process and after postmortem analysis on Product enhancements needed to improve the product. Working with Product Management will include assisting with requirement gathering based on issues reported through the support process. As a part of support reduction and product education, the support team is also responsible for improving product documentation based on customer feedback and support observations and creating knowledge base to improve automatic support bot efficiency to reduce human involvement.The ideal person for this role should possess strong technical knowledge of the software development lifecycle and be willing and able to learn new technical stacks. The ideal candidate should also be a strong communicator that possesses a solid blend of customer service, technical knowledge , issue management, as well as solid communication skills. The Technical Support Lead is an integral part of the leadership team that drives success for our product. What You Will Do:
    • Manage the level 1 & 2 product support resources, and own the product support process, escalation path, and KPI metrics needed to successfully support our product.
    • Collaborate with internal stakeholders and partners to maintain service level and delivery obligations.
    • Conduct qualitative and quantitative reporting on all open issues that have been escalated and ensure the resolution is delivered and executed meeting the applicable service levels and delivery obligations.
    • Define and track metrics that inform stakeholders and leadership of our product support process.
    • Be an active participant in the refinement and growth of our product and services.
    • Recommend technical and process improvements where possible to improve the overall effectiveness or marketability of a product.
    • Identify and clear any roadblocks while monitoring performance and issue resolution with internal partners.
    • Ensure training and product knowledge transfers are conducted with downstream operational support teams and client consulting for each major release using defined success criteria.
    • Ensure all product documentation and knowledge-based articles are created and maintained to help customers resolve issues without further escalation.
    • Manage and facilitate technical client escalations using a cradle-to-grave ownership model.
    What We Are Looking For:
    • Bachelor s degree in computer science or related technical field is preferred
    • 3+ years in an engineering or related technical role with development experience
    • 5-7 years experience in the technology field
    • Helpdesk, Tech Support management background with Java and Spring knowledge is strongly preferred
    • Any experience and/or knowledge of cloud computing, Spring Boot, Kafka, databases, and middleware technologies is a plus.
    • Strong communication skills to partner effectively with cross-functional stakeholders
    • Self-managed to execute multiple concurrent initiatives in a fast-paced results and performance-driven environment
    • Strong ability to analyze issues & problems, recommend solutions, and communicate effectively & confidently (both verbal and written)
    • Strong documentation and reporting skills
    • True passion for making a frictionless product support process while being obsessed with the client experience
    • Some infrequent travel may be involved
    ,

Keyskills :
cloud computingspring bootknowledge basesoftware development life cycleservice levelservice levelsgraduate levelclient support

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