Responsibilities:

• Responsible for planning, directing, coordinating, and overseeing the product support operations activities in the organization.
• Transform the way Product Support is being handled by introducing industry standard processes and best practices for Support management.
• Ensure development and implementation of efficient operations and cost-effective support systems to meet current and future needs of the Global clients
• Ensure timely resolution of incidents and service requests, adhering to defined service level agreements (SLAs) and escalating issues as necessary.
• Directly responsible for the product support operations on a day-to-day for the success of the Global client base.
• Work closely with peers and product teams to deliver a very high-level experience for customer success.
• Provide oversight to Product Support Engineers and enable them to maintain a high level of client satisfaction.
• 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. This includes involvement in hiring, developing and retaining talent.
• Responsible for team performance, analyzing trends, and reporting on performance metrics against the various SLAs to Clients and Management on a regular basis.
• Maintain a deep understanding of the product including the various features and configuration options to be able to provide the required guidance to support engineers.
• Need to work from the office.

Required Skills:

• Educational Qualification: B.E/B.Tech, MCA in Computer Science.
• Should have 5 to 7 years of experience in product support and managing product support teams.
• Experience in Java based product support.
• Experience in SaaS product support.
• Project and Personnel Management.
• Excellent verbal, written, and interpersonal communication skills.