Job opening For Technical Support Lead at Hyderabad(WFO)

Role & responsibilities:

Job Summary:

The Ops Lead will be responsible for managing and overseeing the daily operations of the organization, ensuring smooth and efficient service delivery after BAU. This role will work closely with the product transition manager, product engineers, service delivery management team to identify opportunities for process improvements, implement new systems and tools, and streamline operations.

Principle duties and responsibilities:

Manage and oversee daily operations of the organization, including customer support, daily huddles and sharing process updates to the team

• Oversee product support operations, monitoring hourly / daily performance (Metrics - SLAs and Productivity) and meet quality standards.
• Analyze data and metrics to identify trends and areas for improvement.
• Communicate with stakeholders, including customers, vendors, and partners, to ensure a positive and productive relationship.
• Act as the first point of contact for escalations and handle them as per the defined escalation procedures
• Manage and help team in providing Web Application support on products via chat, email, or Video call; help product related queries, how to navigate, use functionality, identify bugs, and feature requests
• Support Eng teams in determining problems, identifying root causes, provide resolutions or escalate to the product/service owners if needed

. • Conduct technical training sessions for the team when needed and makes effective use of training materials, KBs to address issues efficiently

• Mentor the team by performing regular audits, identify the training need, evaluate the key focus areas, and conduct periodic assessments to fill the knowledge gaps
• Ensure the client SLOs are met with effective scheduling and perform the assigned functions according to the policies and procedures standardized by the client
• Be aware of knowledge sources and search techniques, flag it to the management and maintain a central repository for daily reference

Knowledge, Skills, and Abilities required.

• Deducible comprehension skills
• Excellent communication skills (written and verbal)
• Good customer service skills and multitasking skills
• Ability to adjust quickly to the changing priorities and make quick decisions with limited information
• Knack of understanding tech's skill set
• Ability to identify training need, coach/train the team to fill knowledge gaps
• Good Organizational, Analytical & Cognitive skills
• Proactive approach to solve problems
• Ability to learn new products and technologies

Qualifications :

• BA / BS / BTech degree or equivalent practical experience
• 3 years of experience in application support and 2 years of experience in operations management or a related field

. • Excellent leadership and management skills, with the ability to motivate and manage teams.

• Excellent communication skills, with the ability to communicate effectively with stakeholders at all levels.
• Strong problem-solving skills, with the ability to identify and address issues in a timely and effective manner

. • Ability to manage multiple projects simultaneously and prioritize tasks effectively

. • Strong understanding of regulatory requirements and industry best practices.

• Technical troubleshooting - Experience in troubleshooting issues related to software issues on at-least one of these operating systems (Linux, Mac and Windows desktop environments, etc.).

Wishing you all the best!!!