Global Application Support - Manager

Prose on Pixels is a global content at scale agency built to address the marketing challenges of today and deliver meaningful content into the future. With our unique AI powered Audience-First production model, we Create, Scale and Personalize content to captivate audiences and achieve desired brand and business outcomes.

We deliver production with a performance mindset - resulting in harder working content, reduced waste, and stronger ROI.

Introduction

As a Manager of Global Application Support will be responsible for setting up and managing a new offshore support team in Chennai, India. This team will provide first-line support for various technologies, including Adobe WorkFront, Adobe AEM, Adobe Frame.io, Lucidlink, and Iconik. The role involves overseeing the resolution of standard issues and ensuring proper escalation to second-line (production workflow) and third-line (development) support or to Adobe Ultimate support when necessary. You will be working hours aligned to the European time zones.

• Establish and lead the offshore support team in Chennai, ensuring high standards of customer service and technical support.
• Provide first-line support for Adobe WorkFront, Adobe AEM, Adobe Frame.io, Lucidlink, and Iconik.
• Manage support tickets within WorkFront as requests, ensuring efficient tracking and resolution.
• Create weekly reports for Global VP and Global CTO outlining volume of tickets, resolution times etc
• Apply ITIL principles to manage the support process effectively.
• Resolve standard technical issues and escalate complex problems to second-line (Production Workflow Team) and third-line (Development) support or to Adobe Ultimate support and other vendor support or local IT support as appropriate.
• Manage requests for user access and setup across our various platforms.
• Develop and implement support processes and procedures to ensure efficient and effective service delivery.
• Monitor and report on team performance, identifying areas for improvement and implementing corrective actions, as needed.
• Collaborate with other departments to ensure seamless support and integration of new technologies.
• Train and mentor support team members, fostering a culture of continuous learning and development.
• Initially support Prose on Pixels users, with plans to expand support to any agencies and clients logging into our systems.
• Prepare the team to support US timezones as the team grows.

• Proven experience in a similar support leadership role, preferably within a media production or technology environment.
• Strong knowledge of Adobe WorkFront, Adobe AEM, Adobe Frame.io, Lucidlink, and Iconik is a bonus - but training can be provided to the right candidate.
• Excellent spoken and written English language skills.
• Excellent problem-solving and troubleshooting skills.
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Understanding of ITIL principles and their application in managing support processes.
• Ability to work effectively in a fast-paced and dynamic environment.
• Willingness to work flexible hours to accommodate global support needs.