Assistant Manager - Technical Support - Vijayawada

Job Description

The Assistant Manager, Tech Support is responsible for overseeing remote technical support, supporting global operations 24x7. This role focuses on incident management and resolution, stakeholder management, improving team efficiency, and driving process improvements through data-driven approaches and automation. Key Responsibilities: 1. Operational Leadership & Execution a. Oversee day-to-day operations to ensure smooth execution and optimized workflows. b. Manage resource allocation and capacity planning. c. Continuously monitor and improve SLA adherence by implementing best practices and proactive measures. d. Handle critical customer escalations and major incident responses. e. Mentor and guide the technical support team. 2. Incident Management & Resolution a. Take ownership of incident management and resolution processes. b. Analyze incident data and provide summaries for meetings. c. Quantify incidents for reporting and meetings. 3. Stakeholder & Customer Management a. Maintain strong relationships with stakeholders and customers. b. Align with stakeholders on expectations and deliverables. c. Communicate effectively with stakeholders and customers regarding incidents and resolutions. 4. Team Efficiency & Improvement a. Improve team efficiency and performance. b. Foster a culture of technical excellence and continuous improvement. c. Support knowledge-sharing initiatives for upskilling teams. 5. Process Optimization & Data-Driven Decision Making a. Drive process improvement initiatives by encouraging the team to adopt available tools and automation. b. Develop and implement reporting frameworks to track performance and product health. c. Use data-driven approaches to enhance decision-making and process improvements. 6. Cross-Functional Collaboration & Communication a. Coordinate with R&D on project reviews, providing necessary data and support. b. Facilitate cross-functional communications and escalations with R&D. c. Provide summaries of data for weekly/monthly meetings. 7. Project Management & Special Initiatives a. Drive key projects related to process improvement, tool implementation, and automation adoption. b. Contribute to strategic transformation initiatives to enhance customer experience. 8. Documentation & Reporting a. Create and maintain comprehensive documentation and reports. b. Visualize data and present it effectively to stakeholders. c. Provide clear and concise summaries of data for meetings. Skills & Qualifications: Strong understanding of incident management and project management. Excellent analytical and data skills. Strong problem-solving and people skills. Effective negotiation skills. Proficiency in documentation, data visualization, and presentation tools. Ability to adapt to and learn new technologies quickly. Strong leadership and team management skills. Excellent communication and interpersonal skills. Experience with automation tools and processes. Ability to work in a fast-paced, global environment. Strong organizational and multitasking abilities. Commitment to continuous improvement and technical excellence. Relevant experience.