Manager – Shared Support Services

Key Responsibilities

• Lead and manage a shift of Technical Support team which is Level 1 Support in order to provide timely and effective technical assistance to Zycus customers and internal users
• Tracking Incidents, Major & Minor to ensure SLA compliance.
• Participating in the daily SCRUM`s to provide a deep dive into issue occurrences and correlate RCA`s.
• Develop, implement and manage technical support processes and procedures to ensure efficient and consistent resolution of incidents.
• Monitor and analyze technical support metrics to identify areas of improvement and implement corrective actions
• Ensure excellent CSATs by monitoring and driving improvement in FRT, FCR, SLA Adherence (TAT), Quality, Team Knowledge leading to correct issue analysis, prioritization and troubleshooting.
• Create documents that outline incident protocols and drive the incident management team to ensure that all protocols are diligently followed. Ensuring high quality, up-to-date documentation and knowledge base exists for all Zycus products.
• Conducting Daily checks on CSAT score and DSAT analysis Liaising with Internal functions including Product Management, Engineering, Network Operations, and other Service functions to ensure timely and accurate resolution of issues and queries.
• Review daily priorities and take appropriate action to ensure results are achieved.
• Analyze and interpret data for tracking SLAs and internal OLAs
• Drive Shared support team to enhance their technical skills and customer service abilities.
• Secure adherence to Company’s policies & guidelines Awareness of new product developments in our domain providing input and tactical direction to the business on Customer service and support challenges.
• Monitor daily performances to enhance & up skill the Analysts and Senior Analysts
• Maintaining a timely 1-to-1 feedback mechanism to ensure best practices are being followed for maximum efficiency amongst the team.
• Handling Escalation Calls, Emails & Chat
• Able to judge priorities to meet deadlines without cutting corners
• Taking responsibility for Unresolved Issues/ Escalations
• Experience in driving Change Initiatives in a Service Environment & Conversant in Service Legal Agreements and Operational schedules
• Ability to mentor & guide junior team members
• ITIL Certification will be advantageous, a clear understanding of Incident, Problem, Change Management is expected.
• Supervise and motivate team members

Qualification & Requirements

What will you require to be successful in this role:

• Minimum 6-8 years of relevant experience in the Support Management & Team Management role.
• Should have led a team of minimum 6 in the past. Prior work experience in a SAAS/Product Based organization’s Tech Support team is extremely preferred (but not mandatory)
• Excellent Communication Skills (aimed at US and EU customers) is a must.
• Should have a Logical & Analytical bent of mind
• Should be able to tackle/ handle/ monitor all escalation emails & calls, also ensuring they are responded to as per SLA or sooner.

Expertise And Qualifications

• ITIL Certification will be advantageous, a clear understanding of Incident, Problem, Change Management is expected.
• Leadership Abilities
• Accept responsibility/accountability for assigned tasks
• Break problems into manageable pieces and follow an organized approach to resolve them
• Plan tasks to create deliverables and effectively execute that plan with little direction from supervisor
• Develop contingency plans and be ready with backup options when needed
• Work effectively in fast paced, team oriented, rapidly changing environment
• Promptly recognize emerging problems, identify potential solutions, and seek help from others when necessary
• Deliver high quality results on time
• Show willingness and ability to increase contribution and level of responsibility and proactively seek to do so
• Maintain poise, maturity, humility, professional conduct, presence, and appearance
• Establish and maintain effective and cooperative working relationships with peers, management, and clients
• Accept and act on feedback Communication.

Benefits

• Cloud Product Company: We are a Cloud SaaS Company and our products are created by using the latest technologies like ML and AI. Our UI is in Angular JS and we are developing our mobile apps using React.
• A Market Leader: Zycus is recognized by Gartner (world’s leading market research analyst) as a Leader in Procurement Software Suites.
• Move between Roles: We believe that change leads to growth and therefore we allow our employees to shift careers and move to different roles and functions within the organization
• Get a Global Exposure: You get to work and deal with our global customers.
• Create an Impact: Zycus gives you the environment to create an impact on the product and transform your ideas into reality. Even our junior engineers get the opportunity to work on different product features.