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based on 47 Reviews

1 Aryaka Networks Technical Support Manager Job

Technical Support Manager

Aryaka Networks India Pvt Ltd

based on 47 Reviews

4-8 years

Bangalore / Bengaluru

1 vacancy

Technical Support Manager

Aryaka Networks

posted 3mon ago

Flexible timing

Key skills for the job

+ 3 more

Deliver Remarkable Customer Experiences by championing a customer-first approach in all support activities.
Address Customer Dissatisfaction: Engage directly with customers to identify issues and implement corrective measures.
Proactive Escalation Management: Handle critical customer issues with urgency, engaging relevant expertise and communicating progress effectively to internal and external stakeholders.
Foster a Collaborative Environment: Ensure seamless interaction among support teams, engineering/development, and service managers, ensuring timely and clear updates on issue status and action plans.

Operational Excellence:

Drive Operational Metrics: Monitor and improve operational metrics such as CSAT, backlog management, TTR (Time to Resolution), and quality scores.
Automation Process Optimization: Identify opportunities for automation and process enhancements to improve service delivery and efficiency.
Ensure Compliance: Build and maintain processes that ensure consistency, compliance, and quality across all support interactions.
Continuous Improvement Initiatives: Lead and participate in initiatives aimed at enhancing service quality, team performance, and customer satisfaction.

Leadership Team Development:

Hire Retain Top Talent: Attract and retain high-performing support professionals, ensuring the team remains motivated and equipped to handle complex customer issues.
Develop Talent Aligned with Business Objectives: Provide coaching, mentoring, and professional development opportunities that align with individual and organizational goals.
Promote a High-Performance Culture: Foster an open, innovative, and inclusive environment that encourages diversity, new ideas, and team collaboration.
Set High Performance Standards: Lead by example, setting high standards and holding team members accountable to achieve results.

Strategic Analytical Insights:

Analyze Support Metrics: Use data-driven insights to identify trends, recurring issues, and areas for process or service improvement.
Make Bold, Informed Decisions: Demonstrate ownership by making timely, thoughtful decisions that balance customer needs with operational requirements.
Understand Support Offerings Business Acumen: Deeply understand the support offerings and their strategic value, aligning team efforts with broader business goals.

Qualifications Experience:

Must-Have:

Bachelor s Degree in Computer Science, Information Technology, or related field.
12+ Years of Experience in technical customer support, with a minimum of 5 years in a leadership or management role.
Proven Understanding of 24x7 technical support operations, especially in a global context, supporting enterprise customers.
Excellent Communication Skills: Ability to communicate clearly, effectively, and adapt based on audience needs.
Demonstrated Ability to hire, retain, and coach high-performing support professionals.
Strong Escalation Management Skills: Proven experience managing escalations with internal and external stakeholders.
Analytical Problem-Solving Mindset: Ability to analyze support data, derive insights, and make informed decisions.
Customer-Centric Approach: Ability to instill a customer-first culture organically within the team.
Business Acumen: Strong understanding of support offerings, operational effectiveness, and their impact on business outcomes.

Good to Have:

ITIL Certification: Knowledge of ITIL best practices for service management.
Experience in Managing Network Security TAC: Familiarity with network security issues and solutions.
Network Security Certifications: Certifications like CISSP, CISM, etc., to strengthen technical leadership.
SASE Experience: Exposure to Secure Access Service Edge (SASE) environments and related support requirements.

Performance Objectives:

Achieve and maintain high performance in operations metrics such as CSAT, backlog management, and quality scores.
Efficiently manage escalations and drive quick resolutions.
Foster Employee Engagement Growth: Develop strategies to enhance team morale and facilitate career growth.
Drive automation efforts to improve response times and service quality.
Ensure high levels of customer management and satisfaction, with measurable improvements in feedback scores.

What Youll Bring:

Customer Advocacy: Be the voice of the customer within the organization, ensuring their needs are understood and met.
Exceptional Communication: Clear, concise communication skills, both written and verbal, adaptable to various stakeholders.
People Leadership: Proven experience in managing, motivating, and developing support teams.
Ownership Problem Solving: Proactive approach to solving challenges, taking ownership of outcomes.
Quality Focus: Consistent effort to deliver high-quality outputs across all interactions.
Embrace Diversity Innovation: Encourage a culture of diversity, inclusion, and innovative thinking.