About the Job
Managing a team of Support Engineers to achieve business objectives around KPI attainment and operational excellence.
Setting team goals in alignment with Global Support objectives and assisting the team members in the definition and attainment of individual goals.
Ensuring that the team leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
Ensuring the delivery and completion of technical and soft-skills training for direct reports. Managing workflows and schedules for the team to ensure adequate and equitable workload coverage.
Managing and communicating about customer escalations for your direct reports when necessary.
Collaborating with other departments
Conducting triage on incoming Tickets (all ITIL tools preferred)
Research and document user issues to a technical degree for the IT team
Learn and understand the internal business processes
Interact on a daily basis with end user queries to provide internal support
Summarize the technical scope of support issues for the internal team
Manage, communicate, and deliver the routine platform refreshes, updates, and feature changes
Serving as a mentor, knowledge resource, and escalation point for the team, building credibility and trust within the team.
Reviewing team KPIs on a daily basis and keep the team progressing towards optimal levels.
Excellent Written/Oral communication skills in English
Passionate for technical excellence
Self-motivated worker, that can complete tasks under minimal supervision
Ability to work under pressure
Comfortable performing component demonstration in front of key business holders, PMs, and clients
Salesforce Admin, PD1 Certified and ITIL Certified preferred.
Rinka Bose-Talent Acquisition Executive
Nivasoft India Pvt. Ltd.
Mobile: +91-9632249758 (INDIA)| 732-334-3491 (U.S.A)
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