Add office photos
All Filters
35 Grey Orange Jobs
Manager - Software Support
Grey Orange
posted 1d 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
People are getting interviews at Grey Orange through
People are getting interviews through
(based on 25 Grey Orange interviews)
Job Portal
Campus Placement
Referral
40%
20%
4%
36% candidates got the interview through other sources.
High
Confidence
?
High Confidence means the data is based on a large number of responses received from the candidates.
What people at Grey Orange are saying
What Grey Orange employees are saying about work life
based on 318 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Grey Orange Benefits
View more benefits
Compare Grey Orange with
Flipkart
Compare
Delhivery
Compare
Rivigo
Compare
Zomato
Compare
Swiggy
Compare
BigBasket
Compare
Paytm
Compare
Ola Cabs
Compare
Snapdeal
Compare
Blinkit
Compare
Duck Creek Technologies
Compare
CodeClouds
Compare
FinThrive
Compare
Mobileum
Compare
OnProcess Technology
Compare
AgreeYa Solutions
Compare
SirionLabs
Compare
NextGen Healthcare
Compare
Netenrich Technologies
Compare
Model N
Compare
Technical Architect
9-14 Yrs
Gurgaon / Gurugram, Bangalore / Bengaluru, Delhi/Ncr
Share an Interview