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Manager Technical Support

2.00 to 5.00 Years   Pune   01 Oct, 2019
Veritas Technologies
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

  • Managing team of Tier 1-2 support engineers of enterprise support operations for Information Management product portfolio.
  • Execute effectively for customers including setting up clear deliverables, action customer feedback and escalation management
  • Hiring of engineers, employee development, employee coaching, performance management
  • Analyze team performance and suggest corrective and innovative approach to improve team performance
  • Coordinate and work with global support team to ensure consistent support experience
  • Lead , participate in local/global initiatives to improve customer service experience
  • Requirement is to work in 24x7 environment with rotational shifts
  • Championing change management and operational readiness within the support delivery teams
What skills, experience and education you need as a team member to succeed:
  • BE/BCS/MCS/MCM from reputed institutes. Total 10+ years of experience of which 4+ years of people management experience
  • Demonstrate strong broad working knowledge of technical product support organizations
  • Must have managed product support 24X7 operations, voice support and dealing with customer across the globe.
  • Strong decision making, change management, conflict management skills
  • Cross functional team engagement experience like Development, QA teams
  • Strong analytical skills, excellent written and verbal communications skills ,
  • Proven track record of customer service skills and ability to motivate team to deliver results
  • Must be self-starter and can work well under pressure
  • Technology exposure/understanding of Windows, Exchange, Unix, Networking, Storage, Cloud is ideal
  • Six Sigma, PMP, ITIL certification or equivalent experience is added advantage
,

Keyskills :
datamanagement customerservice changemanagement analyticalskills peoplemanagement conflictmanagement roductsupp teamperf mance supp tengineers enterprisesupp

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