Support Manager

Job Summary

We are seeking a dedicated and process-driven Support Manager to oversee the validation, classification, and resolution of incoming issues and feature requests for our product team. The ideal candidate will possess a PMP certification and demonstrate exceptional coordination skills to work seamlessly with both development and testing teams. This role is integral to ensuring bug-free delivery and maintaining product excellence.

Key Responsibilities Issue and Feature Management

• Validate and prioritize incoming issues and feature requests.
• Classify tickets based on urgency, complexity, and relevance.
• Assign tasks to appropriate teams, including development and testing, ensuring alignment with project timelines.

Delivery Oversight

• Collaborate with development and testing teams to guarantee timely resolution of issues and implementation of features.
• Monitor progress and address roadblocks to ensure bug-free delivery.
• Conduct final validation checks before deployment to ensure quality standards.

Product Maintenance

• Manage ongoing maintenance tasks, ensuring consistent product performance and reliability.
• Facilitate the implementation of updates and patches as needed.
• Maintain detailed records of issues, solutions, and system improvements.

Stakeholder Communication

• Act as the primary point of contact for issue escalation and resolution.
• Provide regular updates to stakeholders on issue status and product improvements.
• Document and share best practices and lessons learned for continuous process improvement.

Qualifications Mandatory

• PMP certification.
• Proven experience in managing support functions for a product or software team.
• Strong understanding of development and testing workflows.
• Exceptional process-driven mindset with a commitment to impartiality and collaboration.

Preferred

• Experience in Agile or Scrum methodologies.
• Familiarity with issue-tracking tools like JIRA, Trello, or similar.
• Strong analytical and problem-solving skills.
• Good to have Java, Angular, Python, and React technical skills.
• Knowledge of big data systems and Cloud deployments.
• Good understanding of information security and privacy principles related to organizational and confidential data, including data classification, masking, retention, destruction, and access control.
• Awareness of relevant regulatory requirements and the ability to apply basic security controls is a plus.

Skills

• Excellent organizational and multitasking abilities.
• Strong written and verbal communication skills.
• Ability to work under pressure and handle multiple priorities.
• Collaborative approach to working with cross-functional teams.