Sr. Manager - Technical Support Center

Job Description

Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud & security/Unified Collaboration/Mobility & IoT/other domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

Responsibilities

Technical administration or troubleshooting to ensure the efficient functionality of the solution.
Incident Validation, Incident Analysis, Solution recommendation
Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
Act as a point of escalation for Level-1 customer service analysts
Coordinate with IT teams on escalations, tracking, performance issues, and outages.
Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
Publish weekly reports and monthly reports on customer service operations activity.

Desired Skill sets

Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
Experience in troubleshooting platform related issues, data backup, restoration, retention
Maintains awareness of latest technologies in the domain