iSparrow HR Solutions Looking for Manager.Technical Support Engineer at Bengaluru, Karnataka Full Time

Unsecured Business Loan

Designation : Manager.TechnicalSupport Engineer

Location : Bangalore

5 Days working

Responsibility:
Design andimplement a robust incident management process in the organisation

Contribute in establishing best practices in the organisation for improving customer satisfaction

Establish processes to improve customer experiencein an incremental manner using data-driven approach

Drive RCAs and follow-up with stakeholders in closing the action items

Define Ticket severity framework and SLA structure

Manage customers in case of escalations and critical outages

Collaborate and coordinate with internal teams to resolve customer escalations

Develop automation mindset in the team to reduce toil in the team

Develop a strong understandingof different LendingKart products and customer support processes

Create an effective bug tracking and reporting mechanism and present to different stakeholders

Requirement:
8+ years of overall experience in software development, deployment and customer support

4+ years ofexperience in managing customer-facing support teams serving high volume customers

Person should have experience in people management leadingteams of 4-5 members

Person should have experience in SQL, database and AWS concepts.

Person should have experience in incident management system like PagerDuty, Squadcast, etc.

Person needs to have a strong ownership mindset and obsession towards customer satisfaction

Person should be strong in managing escalations and coordinating with different teams

Experience in banking domain will be an added advantage

Experience in supporting SaaS/API based products will be an added advantage