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143 Snow Planet Jobs

Manager, Technical Support Management

3-4 years

Hyderabad / Secunderabad

1 vacancy

Manager, Technical Support Management

Snow Planet

posted 5d ago

Job Description

What you get to do in this role:

  • Profound knowledge and experience in managing and exceeding Support KPI s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
  • Lead efforts to hire, develop, and build a technical team.
  • Oversight and participation in Change Management as it relates to Customer Support.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
  • Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
  • Represent the Platform, Product and ServiceNow effectively with customers.
  • Manage major operations outages and communications to the customers.
  • Participate in weekend and holiday on-call rotation as required.
  • Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Manage to the company and department s vision, mission and values.

To be successful in this role you have:

  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automat

Employment Type: Full Time, Permanent

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Snow Planet Benefits

Child care
Free Transport
Gymnasium
Cafeteria
Work From Home
Free Food +6 more
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