canibuild Looking for SAAS Application Support Manager (Remote) at Delhi Cantonment, Delhi, India Full Time

Canibuild is seeking an experienced SaaS Application Support Manager to lead the application support team. The ideal candidate will be responsible for managing the daily operations of the support team, ensuring that they are following a suitable process for the company as well as providing timely and effective support to customers. The successful candidate will be a self-starter, who has a deep understanding of SaaS and is comfortable working in a fast-paced environment.

Roles And Responsibilities

Manage and lead the SaaS application support team, ensuring that they provide timely and effective support to customers.

Ensure that support tickets are prioritized and resolved in a timely and efficient manner, meeting service level agreements (SLAs).

Monitor and report on team performance metrics and KPIs, providing regular feedback and coaching to team members.

Develop and maintain support documentation, ensuring that it is up-to-date and accessible to the support team.

Collaborate with other teams, including product management and engineering, to identify and resolve issues affecting customers.

Continuously identify opportunities to improve the support process and implement best practices.

Communicate regularly with customers to gather feedback and identify areas for improvement.

Troubleshoot common web application issues, such as browser compatibility, website errors, and user interface issues.

Apply ITIL knowledge to service management processes, such as incident, problem, and change management.

Requirements

Bachelor’s degree in Computer Science, Information Technology or related field.

5+ years of experience in SaaS application support, with at least 2 years in a management role.

Strong knowledge of SaaS technologies and architectures.

Experience with support ticketing systems like Jira Service Desk.

Strong analytical and problem-solving skills, with the ability to think creatively and find innovative solutions to complex problems.

Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, team members, and stakeholders.

Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.

Demonstrated ability to lead and develop a high-performing team.

ITIL knowledge and experience in applying ITIL processes to service management.

Benefits

Flexible work environment

5 Days working

Employee Centric

Opportunities for Career Advancement