Engineering Lead

Roles & Responsibilities: The position will be responsible for

1. Customer Support Leadership: - Lead and mentor the customer support team to provide exceptional service. - Develop and implement strategies to enhance customer satisfaction and support efficiency. - Monitor and manage support ticket queues, ensuring timely issue resolution. - Analyze customer support data to identify trends and opportunities for improvement.

2.Technical Leadership: -Lead and oversee technical teams, including software engineers, IT specialists, and system administrators -Define and execute the technical roadmap, aligning it with the company's strategic objectives - Ensure the maintenance, optimization, and security of technical infrastructure and systems. -Foster a culture of technical excellence, innovation, and continuous improvement.

3. Solution Architecture: -Collaborate with cross-functional teams to understand business requirements and objectives. - Design and document end-to-end solutions that meet both technical and business needs -Evaluate and recommend technology options, ensuring scalability, security, and performance. - Stay up-to-date with industry best practices and emerging technologies to inform architectural decisions

4. Project Management: - Plan, execute, and oversee projects from initiation to completion, adhering to timelines and budgets. - Define project scope, objectives, and resource requirements. - Identify and manage project risks and issues, and communicate with stakeholders. - Monitor and report on project progress, ensuring successful project delivery.

5. Strategic Leadership: - Contribute to the development and execution of the company's strategic initiatives. - Provide insights and recommendations to senior management for improving operational efficiency and customer satisfaction. - Collaborate with department heads and executives to align enterprise applications functions with overall company goals. - Play a key role in driving the growth and competitiveness of the organization through innovative solutions and effective project management.

6. Team Management: - Recruit, train, and develop team members, fostering a culture of accountability and continuous improvement. - Set clear performance objectives and conduct regular performance evaluations. - Provide guidance and support to team members to ensure their success and professional growth.

7. Communication and Reporting: - Effectively communicate the status of customer support, technical projects, and architectural decisions to senior management and stakeholders. - Prepare regular reports and presentations to demonstrate progress, key performance indicators, and project outcomes.

8. Compliance and Quality Assurance: - Ensure that all customer support and technical operations comply with relevant regulations and quality standards. - Implement quality assurance measures to guarantee the delivery of high-quality support and solutions.

9. Travel: - Travel based on project requirement and schedule

If interested pls share updated CV to joy.singha@aptech.ac.in