Production Support Manager

Job Title: Production Support Manager

Job Summary:

As an L1 Production Support Manager, you will be responsible for leading a team of support executives, ensuring seamless operations of the CX1 Platform, and providing exceptional customer service. You will oversee incident management, prioritize issue resolution, and collaborate with internal teams to drive continuous improvements. Your role will be critical in maintaining high service standards, optimizing support processes, and enhancing overall customer satisfaction.

Team Leadership & Management:

• Lead and mentor a team of L1 support executives.
• Establish and maintain performance metrics and KPIs to ensure high service quality.
• Conduct training sessions to improve technical knowledge and customer service skills within the team.
• Foster a collaborative and customer-centric culture.

Incident Management & Resolution:

• Oversee the timely resolution of customer-reported issues, ensuring adherence to SLAs.
• Act as an escalation point for critical or unresolved incidents.
• Work closely with L2 Support, Development, and Infrastructure teams for issue resolution.
• Maintain ownership of complex issues and ensure effective follow-ups.

Process Optimization & Documentation:

• Develop and refine incident management workflows and support processes.
• Maintain accurate documentation of issues, resolutions, and customer interactions.
• Enhance the knowledge base with updated FAQs, troubleshooting guides, and best practices.
• Implement proactive monitoring strategies to reduce downtime and improve response times.

Customer Engagement & Communication:

• Serve as the primary contact for escalated customer concerns and customer relationship
• Ensure clear, timely, and professional communication with customers and stakeholders.
• Conduct regular customer check-ins to gather feedback and enhance service delivery.
• Provide detailed incident reports and root cause analyses to customers when necessary.

Monitoring & Reporting:

• Track support performance metrics, including resolution times, recurring issues, and customer satisfaction levels.
• Identify trends and areas for improvement, providing recommendations for process enhancements.
• Report key insights and support trends to senior management.

Adherence to SLAs & Compliance:

• Ensure compliance with established service-level agreements (SLAs) and industry best practices.
• Implement quality assurance measures to maintain high service standards.
• Coordinate with internal teams to ensure system stability and optimal performance.

Continuous Learning & Improvement:

• Stay updated on the latest product features, technology advancements, and industry trends.
• Participate in training programs and certifications to enhance leadership and technical skills.
• Encourage a culture of continuous improvement within the support team.

Desired Skills:

• Strong leadership and team management abilities.
• Excellent problem-solving skills and analytical thinking.
• Proficiency in incident management and ticketing systems.
• In-depth understanding of SaaS platforms, configurations, and troubleshooting.
• Exceptional verbal and written communication skills.
• Ability to work under pressure and manage multiple priorities.
• Experience in custome service and technical support roles.
• Knowledge of Agile methodologies and ITIL framework is a plus.

Key Competencies:

• Effective decision-making and critical thinking.
• Strong customer-centric approach and active listening skills.
• Adaptability and resilience in a fast-paced environment.
• Ability to collaborate across teams and departments.
• Strong organizational and multitasking abilities.

Desired Skills:

• Strong leadership and team management abilities.
• Excellent problem-solving skills and analytical thinking.
• Proficiency in incident management and ticketing systems.
• In-depth understanding of SaaS platforms, configurations, and troubleshooting.
• Exceptional verbal and written communication skills.
• Ability to work under pressure and manage multiple priorities.
• Experience in customer service and technical support roles.
• Knowledge of Agile methodologies and ITIL framework is a plus.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 10+ years of experience in customer service or technical support roles, preferably with SaaS products and 3+ years in a Lead/Manager Role

Benefits:

• Competitive salary and benefits package
• Opportunities for professional development and training
• Collaborative and innovative work environment
• Health and wellness programs