Manager/senior Manager - Application Support Job in Sirionlabs

Requirements

Build a global customer support team, implement best ITSM practices, implement solutions & processes (ticketing tool, online chat/chat bot, self-service portal for customers) to run operation effectively.

Recruit, mentor, train and develop app support team

Identify & automate the support routine processes & activities.

Secure clear possession of problem identification, its analysis, impact analysis and solutions till closure

Represent the Sirion to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.

Manage teams to secure fitness of resources to run 24x7x365 support function.

Prepare leadership report (all data points) to review same for precision and totality of contents.

Assist representatives from counterparts of application and resource planning and comprehend all business requirement and prepare documents.

Coordinate with different teams and provide support to all onshore and offshore sites.

Develop and maintain all multiple interfaces for customer applications.

Supervise everyday requests for matters related to growth, resources and vendors and resolve issues related to production and other environments.

Follow standard process for escalation of unresolved issues with product & engineering teams with timely follow-ups.

Build process documentation, SOPs & Knowledge articles.

Ensure tickets have appropriate information, assigned to the right teams and are classified with the appropriate impact & urgency.

Timely audit & Quality check of all support activities and data points.

Set up & deploy a support strategy aligned with customer expectations.

Track performance against internal & external Service Levels (response time, resolution time, up time)

Resource management, track resources performance progress with support metrics, CSA

Experience, Qualification & abilities:

A degree in technical education/computer science (B. Tech, M. Tech, BCA, MCA)

10-12 years of work Experience with technical, Customer Support, SaaS product or application support background

Proficient in handling global customers and preferably from SaaS product-based organizations

Well versed with ITSM Processes (Incident & Problem Management, Release Management, Change Management)

Knowledge of Agile software development lifecycle

Should be familiar/past exposure on relational database concepts, SQL query statements, Java/Python development knowledge, JSON and CSS, HTML, Basic understanding of HTTP methods- GET vs POST, working with third party/external APIs

Excellent communication & interpersonal skills

Good time management and organizational skills

SirionLabs is an Equal Opportunity Employer

We value diversity in our workforce, we are an equal opportunity employer and do not discriminate based on race, colour, gender, religion, national origin, ancestry, age, disability, medical condition, genetic information, military & veteran status, marital status, pregnancy, gender identity, sexual orientation, or any other characteristics protected by local laws, regulations, and ordinance.

We also make reasonable accommodations for disabled employees and applicants as required by law.

We follow these principles in all areas of employment including recruitment, training, promotions, compensation, benefits, transfer, and social and recreational programs