Manager - Sustenance Engineering Job in Icertis

Responsibilities

• Work Hours : Regular working hours and rotational night shift if required
• Understand how the product works and how it is used by customers.
• Interact with customers on/ off-site to troubleshoot issues, suggests workarounds
• Should be able to guide/work with technical team for quicker resolutions and achieve productivity goal for the team
• Should be able to drive initiatives for productivity and ticket resolution quality improvement
• Work on providing innovative ideas to improve ticket closure quality.
• Should suggest functionality in platform to provide ways to improve turn around time for tickets
• Should drive and provide efficient ways for resolution/fixes of common issues across the customers
• Proposeways to reduce overall tickets, operational efficiencies and features for ICM product to reduce the support tickets
• Should suggest better implementation for ICM product based on usage on Production
• Should be able to suggest/implement optimum process for ticket raised to fix on PROD cycle
• Propose optimum process across departments at interfacing points, do regular ticket analysis and fine tune the process
• Work on increasing supportability to ICM product
• Lead on RED account working with various departments
• Ensuring Ticket Hygiene with Goal of SLA adherence. Problem and backlog management
• Contribute on knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Own large customer for day to day interactions with customers as required. Ensure SLAs are adhered for the accounts
• Ensure successful transition from SE ,have regular connect with customers team management and attrition management
• Should engage team on team building and motivational activities
• Participate in drive weekend recruitment drives

Skills and Qualification

• 12-15 years of experience in an Support or Sustaining engineering role.
• Should be in Managers role for at least 2+ years.
• Should have prior development background along with current support role
• Experience in Troubleshooting on the Microsoft platform, with expertise in C#, MVC, SQL, Stored Procedures and JavaScript.
• Expertise on Windows Azure and Cloud Computing will be an added advantage.
• .Net and Azure certification would be added advantage
• Understanding of customer support processes and tools.
• Excellent written and verbal communication skills.
• The ability to be a good listener, and to understand customer issues.