Application Support Manager For Nagpur Location

Role & responsibilities

• Lead and supervise the team of Application Support Executives for providing L1,L2,L3 Support.
• Create reports, results and details of customer tickets (Reports and Presentations).
• Evaluate customer support tickets and prepare action plan for improvements.
• Implement strategic plans to improve customer support.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady
  basis.
• To ensure Quality Control as per Excellon standards and procedures.
• To ensure customer satisfaction through accurate and timely resolution of issues.
• Interaction with customers for queries and feedback.
• Mentoring & Training to the Support Executives.
• To monitor and ensure Support Executives productivity.
• Troubleshoot problems and coordinate with various internal departments to resolve
  problems.

Preferred candidate profile

• Strong leadership skills. Demonstrated work experience as a Manager in Customer Support
area.

• Experience of leading L1 support team of around 30+ team members. Ability to drive leads.

• Must have managed Call Centre providing Support with multiple channels like Calls, Chat,
Emails.

• Should have experience of IT application support / IT product support preferably Enterprise
SaaS products.

• Proven experience with establishing and monitoring support metrics and KPIs (e.g. Call pickup,
SLAs, productivity) and respective analytics tools and techniques required for that.

• Well aware and able to implement different Knowledge Management techniques and tools to
help Support team address calls effectively.

• Ability to manage support priorities, workload and resource allocation.

• Ability to work across different internal organizations like L2, L3 Support and Delivery.

• Stakeholder management ability to manage internal as well as external stakeholders. Effective
communication with end users as well as customers management.

• Must have excellent verbal and written communication skills as well as presentation skills.

• Basic understanding of software development methodologies and processes.

• Good to have ITIL Certified, Service delivery experience