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Support Manager
Taomish
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Diligently monitor and respond to tickets through JSM.
- Supervise and guide Support Analysts work.
- Direct Support Analysts in reprioritizing tickets according to the SOW SLA matrix.
- Prioritizing the satisfaction and needs of customers, aiming to deliver exceptional service.
- Keep ticket statuses up to date and make improvement plans if required.
- Coordinate the mapping of customer tickets to engineering and product tickets with the Support Tech Lead and Manager.
- Analyze logs and recreate scenarios to provide detailed steps for issue replication.
- Identify and escalate repeated issues for further investigation.
- Verify engineering team fixes and manage orchestration in higher environments.
- Collaborate with PM/Support Managers for release planning and review all necessary artifacts for deployment readiness.
- Promptly escalate concerns about timelines or fix quality to relevant stakeholders.
- Contribute to the improvement and documentation of technical support processes.
- Identify and implement opportunities to enhance support workflows.
- Participate in initiatives to improve efficiency and service quality.
- Provide emergency support outside of business hours as required.
- Ensure daily health checks are performed by the support team.
- Oversee deployment processes and application configuration.
- Develop scripts to automate repeatable tasks and monitor application performance, addressing or escalating issues as needed.
Soft Skills
- Ability to clearly and effectively communicate with team members, other departments, and customers, both in writing and verbally.
- Inspiring and motivating team members, leading by example, and fostering a positive and productive team environment.
- The ability to mediate disputes within the team or with customers and find mutually acceptable resolutions.
Qualification Experience
- 7+ years of software industry experience and proficiency in cloud based B2E or B2B SaaS application support.
- Application configuration understanding, for any ERP or enterprise application.
- Experience with using issue tracking software (e.g.: JIRA, Gitlab, etc.).
- Practical knowledge of network protocols and cloud paradigm.
- Familiarity of system monitoring, alerting and dashboard tools.
- Technical support experience with applications hosted in cloud environment.
- Working knowledge on Linux, Relational Databases, SQL query, AWS, etc.
- Hands on experience of deploying code/configuration changes to remote systems.
- Understanding of SSL and purpose of certificates and renewal.
Employment Type: Full Time, Permanent
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based on 25 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Taomish Benefits
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