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Engaged Employer

PowerSchool India

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3.6

based on 272 Reviews

Video summary

45 PowerSchool India Jobs

Senior Manager, Technical Support

PowerSchool

3.6

based on 272 Reviews

19-20 years

Bangalore / Bengaluru

1 vacancy

Senior Manager, Technical Support

PowerSchool India

posted 1hr ago

Job Role Insights

Flexible timing

Key skills for the job

Incident Management Computer Hardware Customer Experience Management Problem Management Troubleshooting ITIL Certified

+ 2 more

Job Description

This senior manager role is part of the Cus tomer Experience Incident Manage ment team reporting to the Sr Director of Technical Support. Responsible for driving c ustomer satisfaction by executing effective incident management processes and procedures, help draft and distribute communications to stakeholders and ensure timely restoration of service during high impact/ outages situations experienced by airline customers with PowerSchool solutions. The IM will also be responsible for strategic projects seeking improvements in solution/system health and overall remedial actions identified within support processes or teams. Recurrent interaction with PowerSchool executives, PowerSchool vendors or senior-level customer contacts will be required in the in the pursuit of the mentioned improvements and during the execution of the incident/ problem management processes. The IM role will have high visibility interaction within the Customer Experience organization , with cross-functional/organizational impact, ownership and experience opportunities.

Qualifications

Help define, refine and execute new Incident management practice across PowerSchool in collaboration with key stakeholders

Manages critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions and timely restoration of service

Participates in severity incident troubleshooting bridge calls/slack channels to ensure the proper engagement, coordination and performance of extended support teams.

Carries out quality communication during incidents, to both internal and external audiences, including upper management and CIO/CCO-level customer contacts

Manages high-visibility customer escalations requiring immediate follow-up

Oversees all critical incidents and customer requests for timely service restoration and effective post-incident follow-up

Participates in the Problem Management process upon service restoration to ensure root cause is identified and remedial actions are applied.

Ensures effective tracking and documentation of incidents for organizational and executive review, follow-up and strategic planning

Compiles information of incidents handled for reporting, analysis and continued service improvement purposes.

Performs post-issue trend analysis to proactively identify potential failure points at solution, system or customer-level

Drives strategic projects to ensure overall improvement in system/solution health and effective overall technical engagement, including but not limited to internal processes, solution quality, system stability, organizational alignment and customer behavior.

High level of collaboration required with CloudOps, Devops, Product, Customer Experience teams to drive customer centric outcomes

Education :

Bachelor s degree with a technical orientation, or equivalent experience/responsibility

ITIL certification a plus but not mandatory. Future qualification required.

Systems Administration experience (Preferred but not mandatory).

Experience :

12+ years technical experience in supporting high availability solutions, SaaS platforms as well as on-prem applications

Demonstrable experience of creating Incident protocols and playbooks and evangelizing throughout the stakeholder group

Proven record of high level of professionalism, maturity and successful performance as an individual contributor is a must.

Skills :

Advanced understanding of computer hardware, infrastructure and cybersecurity

Reasonable technical/functional knowledge of PowerSchool products, or equivalent.

Excellent communication skills and ability to interact professionally with a diverse group of clients and staff in difficult or conflictive situations