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3.4

based on 47 Reviews

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9 Aryaka Networks Jobs

Technical Support Manager

4-8 years

Bangalore / Bengaluru

1 vacancy

Technical Support Manager

Aryaka Networks

posted 2mon ago

Job Description

  • Deliver Remarkable Customer Experiences by championing a customer-first approach in all support activities.
  • Address Customer Dissatisfaction: Engage directly with customers to identify issues and implement corrective measures.
  • Proactive Escalation Management: Handle critical customer issues with urgency, engaging relevant expertise and communicating progress effectively to internal and external stakeholders.
  • Foster a Collaborative Environment: Ensure seamless interaction among support teams, engineering/development, and service managers, ensuring timely and clear updates on issue status and action plans.
Operational Excellence:
  • Drive Operational Metrics: Monitor and improve operational metrics such as CSAT, backlog management, TTR (Time to Resolution), and quality scores.
  • Automation Process Optimization: Identify opportunities for automation and process enhancements to improve service delivery and efficiency.
  • Ensure Compliance: Build and maintain processes that ensure consistency, compliance, and quality across all support interactions.
  • Continuous Improvement Initiatives: Lead and participate in initiatives aimed at enhancing service quality, team performance, and customer satisfaction.
Leadership Team Development:
  • Hire Retain Top Talent: Attract and retain high-performing support professionals, ensuring the team remains motivated and equipped to handle complex customer issues.
  • Develop Talent Aligned with Business Objectives: Provide coaching, mentoring, and professional development opportunities that align with individual and organizational goals.
  • Promote a High-Performance Culture: Foster an open, innovative, and inclusive environment that encourages diversity, new ideas, and team collaboration.
  • Set High Performance Standards: Lead by example, setting high standards and holding team members accountable to achieve results.
Strategic Analytical Insights:
  • Analyze Support Metrics: Use data-driven insights to identify trends, recurring issues, and areas for process or service improvement.
  • Make Bold, Informed Decisions: Demonstrate ownership by making timely, thoughtful decisions that balance customer needs with operational requirements.
  • Understand Support Offerings Business Acumen: Deeply understand the support offerings and their strategic value, aligning team efforts with broader business goals.
Qualifications Experience:
Must-Have:
  • Bachelor s Degree in Computer Science, Information Technology, or related field.
  • 12+ Years of Experience in technical customer support, with a minimum of 5 years in a leadership or management role.
  • Proven Understanding of 24x7 technical support operations, especially in a global context, supporting enterprise customers.
  • Excellent Communication Skills: Ability to communicate clearly, effectively, and adapt based on audience needs.
  • Demonstrated Ability to hire, retain, and coach high-performing support professionals.
  • Strong Escalation Management Skills: Proven experience managing escalations with internal and external stakeholders.
  • Analytical Problem-Solving Mindset: Ability to analyze support data, derive insights, and make informed decisions.
  • Customer-Centric Approach: Ability to instill a customer-first culture organically within the team.
  • Business Acumen: Strong understanding of support offerings, operational effectiveness, and their impact on business outcomes.
Good to Have:
  • ITIL Certification: Knowledge of ITIL best practices for service management.
  • Experience in Managing Network Security TAC: Familiarity with network security issues and solutions.
  • Network Security Certifications: Certifications like CISSP, CISM, etc., to strengthen technical leadership.
  • SASE Experience: Exposure to Secure Access Service Edge (SASE) environments and related support requirements.
Performance Objectives:
  • Achieve and maintain high performance in operations metrics such as CSAT, backlog management, and quality scores.
  • Efficiently manage escalations and drive quick resolutions.
  • Foster Employee Engagement Growth: Develop strategies to enhance team morale and facilitate career growth.
  • Drive automation efforts to improve response times and service quality.
  • Ensure high levels of customer management and satisfaction, with measurable improvements in feedback scores.
What Youll Bring:
  • Customer Advocacy: Be the voice of the customer within the organization, ensuring their needs are understood and met.
  • Exceptional Communication: Clear, concise communication skills, both written and verbal, adaptable to various stakeholders.
  • People Leadership: Proven experience in managing, motivating, and developing support teams.
  • Ownership Problem Solving: Proactive approach to solving challenges, taking ownership of outcomes.
  • Quality Focus: Consistent effort to deliver high-quality outputs across all interactions.
  • Embrace Diversity Innovation: Encourage a culture of diversity, inclusion, and innovative thinking.

Employment Type: Full Time, Permanent

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Prepare for Technical Support Manager roles with real interview advice

People are getting interviews at Aryaka Networks through

(based on 6 Aryaka Networks interviews)
Job Portal
Referral
Campus Placement
49%
17%
17%
17% candidates got the interview through other sources.
Moderate Confidence
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Moderate Confidence means the data is based on a sufficient number of responses received from the candidates

What people at Aryaka Networks are saying

Technical Support Manager salary at Aryaka Networks

reported by 3 employees with 13-15 years exp.
₹16 L/yr - ₹27 L/yr
22% more than the average Technical Support Manager Salary in India
View more details

What Aryaka Networks employees are saying about work life

based on 47 employees
69%
76%
96%
100%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Aryaka Networks Benefits

Health Insurance
Free Food
Free Transport
Cafeteria
Work From Home
Team Outings +6 more
View more benefits

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