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59 Grey Orange Jobs
Manager - Software Support
Grey Orange
posted 3mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Supervise and mentor the Level 1 support team, providing guidance, training, and performance evaluations
Schedule and manage shift rotations to ensure 24/7 coverage and optimal team performance
Foster a positive and collaborative team environment
Performance management for On role and contractual employees
Schedule and manage shift rotations to ensure 24/7 coverage and optimal team performance
Foster a positive and collaborative team environment
Performance management for On role and contractual employees
NOC Operations -
Oversee the daily operations of the NOC (Alerts & Maintenance of production servers & application), ensuring all monitoring and incident management processes are followed
Implement and enforce standard operating procedures (SOPs) for all team processes
Ensure timely and effective communication and escalation of incidents to relevant stakeholders
Implement and enforce standard operating procedures (SOPs) for all team processes
Ensure timely and effective communication and escalation of incidents to relevant stakeholders
Customer Support -
Ensure the Level 1 support team triages and promptly address customer inquiries or technical issues by aligning required stakeholders
Define processes to ensure no critical alert or maintenance activity is missed
Lead & Drive customer escalation calls
Monitor customer feedback and satisfaction metrics, implementing improvements as needed
Ensure GreyOrange s Peak Support & War-rooms process (continuous bridge calls during hypercare) are owned and executed without failures
Define processes to ensure no critical alert or maintenance activity is missed
Lead & Drive customer escalation calls
Monitor customer feedback and satisfaction metrics, implementing improvements as needed
Ensure GreyOrange s Peak Support & War-rooms process (continuous bridge calls during hypercare) are owned and executed without failures
Performance Monitoring and Reporting -
Track and analyse key performance indicators (KPIs) related to NOC and Level 1 support operations
Generate regular performance reports and dashboards for senior management
Identify trends and areas for improvement, recommending and implementing solutions to enhance service quality
Collaboration and Coordination -
Work closely with other departments as a shared services team, such as Level 2/3 support, CloudOps, and Operations to ensure seamless incident resolution and service continuity
Participate in cross-functional projects and initiatives aimed at reducing inflow of repetitive alerts/incidents
Generate regular performance reports and dashboards for senior management
Identify trends and areas for improvement, recommending and implementing solutions to enhance service quality
Collaboration and Coordination -
Work closely with other departments as a shared services team, such as Level 2/3 support, CloudOps, and Operations to ensure seamless incident resolution and service continuity
Participate in cross-functional projects and initiatives aimed at reducing inflow of repetitive alerts/incidents
Continuous Improvement -
Proactively identify opportunities for process improvements and efficiency gains
Lead initiatives to implement new tools, technologies, and methodologies that enhance the NOC and support functions
What you should have
Lead initiatives to implement new tools, technologies, and methodologies that enhance the NOC and support functions
What you should have
Graduate with 7+ years of experience in technical support or contact center domain, including 3+ years as people manager in product support
Experience of managing offshore support teams and vendors for enterprise client support
Experience driving process and cultural changes to deliver a truly world class support
Experience of managing offshore support teams and vendors for enterprise client support
Experience driving process and cultural changes to deliver a truly world class support
Employment Type: Full Time, Permanent
Read full job descriptionGrey Orange Interview Questions & Tips
Prepare for Grey Orange roles with real interview advice
Top Grey Orange Software Support Interview Questions
Q1. Prime Numbers within a Range Given an integer N, determine and print all the prime numbers between 2 and N, inclusive. Input: Integer N Out ... read more
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Q2. Print All Permutations of a String Given an input string STR , generate and print all possible permutations of the string. Input: str Outpu ... read more
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Q3. Longest Consecutive Sequence Problem Statement You are provided with an unsorted array/list ARR of N integers. Your task is to determine th ... read more
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What people at Grey Orange are saying
What Grey Orange employees are saying about work life
based on 336 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Grey Orange Benefits
View more benefits
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