Assistant Manager - Software Support Job in Greyorange India Pvt Ltd

Job Title: Assistant Manager - Software Support

Location: Gurgaon, Haryana

Department: Customer Support

Reports To: Manager - Software Support

Role Description: The Assistant Manager - NOC is a key leadership position responsible for overseeing the daily operations of the Level 1 support team and ensuring the smooth functioning of the all operations. This role involves managing a team of engineers, monitoring alert systems, resolving maintenance issues, and maintaining high levels of customer satisfaction. The Assistant Manager will work closely with other departments to implement and enforce policies, procedures, and standards that enhance the operational efficiency and effectiveness of the support and NOC functions.

Key Responsibilities:

• Team Management -
• Supervise and mentor the Level 1 support team, providing guidance, training, and performance evaluations.
• Schedule and manage shift rotations to ensure 24/7 coverage and optimal team performance.
• Foster a positive and collaborative team environment.
• NOC Operations -
• Oversee the daily operations of the NOC (Alerts & Maintenance of production servers & application), ensuring all monitoring and incident management processes are followed.
• Implement and enforce standard operating procedures (SOPs) for all team processes.
• Ensure timely and effective communication and escalation of incidents to relevant stakeholders.
• Customer Support -
• Ensure the Level 1 support team triages and promptly addressing customer inquiries or technical issues by aligning required stakeholders.
• Define processes to ensure no critical alert or maintenance activity is missed.
• Lead & Drive customer escalation calls.
• Monitor customer feedback and satisfaction metrics, implementing improvements as needed.
• Ensure GreyOrange s Peak Support & War-rooms process (continuous bridge calls during hypercare) are owned and executed without failures.
• Performance Monitoring and Reporting -
• Track and analyse key performance indicators (KPIs) related to NOC and Level 1 support operations.
• Generate regular performance reports and dashboards for senior management.
• Identify trends and areas for improvement, recommending and implementing solutions to enhance service quality.
• Collaboration and Coordination -
• Work closely with other departments, such as Level 2/3 support, CloudOps, and Operations to ensure seamless incident resolution and service continuity.
• Participate in cross-functional projects and initiatives aimed at reducing inflow of repetitive alerts/incidents.
• Continuous Improvement -
• Proactively identify opportunities for process improvements and efficiency gains.
• Lead initiatives to implement new tools, technologies, and methodologies that enhance the NOC and support functions.

Key Requirements:

• Education: Bachelor s degree in Computer Science, Information Technology, or a related field.
• Experience: Overall experience of 5-7 years in the Support industry with 1-2 years of experience as a Team Lead or Assistant managerial role.
• Skills: Leadership, Team Management, Problem Solving, Analytical Abilities, Strong Communication Skills, Ability to work in a fast-paced, high-pressure environment.
  

WHY GO WITH GREYORANGE?

At GreyOrange, we develop leading-edge fulfillment technology that gets the right product to the right place at the right time. In today s age of immediacy, where customers expect to receive their order right away, retailers must take a completely new approach to compete. By leveraging AI, robotics and machine learning, GreyOrange transforms how businesses fulfill orders and keep promises to their customers. GreyOrange is a global company with core operations in North America, Europe, India and Japan.

We apply modern thinking and technology to solve today s fulfillment challenges and we re looking for modern minds to join us.

About GreyOrange

GreyOrange is a global leader in AI-driven robotic automation software and hardware, transforming distribution and fulfillment centers worldwide. Our solutions increase productivity, empower growth and scale, mitigate labor challenges, reduce risk and time to market, and create better experiences for customers and employees. Founded in 2012, GreyOrange is headquartered in Atlanta, Georgia, with offices and partners across the Americas, Europe and Asia. For more information, visit www.greyorange.com.

Our Solutions

The GreyMatter Multiagent Orchestration (MAO) platform provides vendor-agnostic fulfillment orchestration to continuously optimize performance in real time: the right order, with the right bot and agent, taking the right path and action. Currently operating more than 70 fulfillment sites across the globe (with deployments of 700+ robots at a single site), GreyMatter enables customers to decrease their fulfillment Cost Per Unit by 50%, reduce worker onboarding time by 90% and optimize peak season performance.

In retail stores, our gStore end-to-end store execution and retail management solution supports omnichannel fulfillment, real-time replenishment, intelligent workforce tasking and more. Using real-time overhead RFID technology, the platform increases inventory accuracy up to 99%, doubles staff productivity, and enables an engaging, seamless in-store experience.

Equal Opportunity Employer:

Grey Orange Inc. is an equal employment opportunity employer. The company s policy is not to discriminate against any applicant or employee based on race, colour, religion, national origin, gender, age, sexual orientation, gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Grey Orange also prohibits harassment of applicants or employees based on any of these protected categories.

What s in for you?

At GreyOrange, we're not just offering a job; we're offering an experience. Join us, and you'll find more than just a workspace you'll become part of a community driven by innovation and supported by a plethora of benefits designed to nurture both your professional and personal growth.