The Technical Support Manager is responsible for leading a group of highly skilled technical support engineers in Prishtina, Chicago, Philedelphia and Mumbai and reports to the VP of services.
Your top priority will be to interpret data, coach, mentor and lead team members with the ultimate goal of driving improvements in the Prosperoware’s products and service-level agreement through collaborations with Prosperoware product engineering teams in resolving customer and partner issues.
Manage and triage incidents and service request assigned to team queues in ZenDesk
Possess or quickly gain detailed knowledge of the work done by the application development teams to effectively document and support the applications
Develop and mentor the team to transition from a L1/L2 to a L2/L3 support skill level
Verify that all necessary requirements, incident details, sample data, and other supporting information is provided with each incident or service request submitted
Assign tickets to team members based upon current workload, subject matter, complexity, expected delivery date, and resource availability
Help to manage overall prioritizations between production incidents/problems, releases, and new application implementation
Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA’s
Track and report on metrics for tickets assigned to and handled by the Application Support team
Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed
Manage the day-to-day activities of the applications support team, providing them guidance and direction as necessary
Build and manage the IT Application Support Team’s roadmap
Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction
Evaluate user technology and application needs and requirements and implement solutions to improve user satisfaction
Develop and implement an ITIL based problem management process
Determine root cause of issues and communicate appropriately to internal and external customers
Manage Operating Systems, software support for enterprise business applications
Manage UAT and Production changes made in accordance with lifecycle methodology and risk guidelines
Direct and manage the delivery of application, systems and application security
Manage the onboarding and offboarding of all new versions across products
Develops Service and Business Level Agreements to set expectations and measure performance.
Advise management on situations that may require additional client support or escalation.
Follow up with customers to identify areas of improvement
Manage vendor relationships with key partners, and service providers internal and external
Bachelor’s degree in Computer Science, Business Administration, Management, Project Management, Engineering or related field
3+ years of demonstrated experience as Technical Application Support Manager
Ability to communicate at all levels (both technical and non-technical) with clarity and precision both written and verbally
Strong interpersonal skills
Strong leadership skills
Proven ability to quickly earn the trust of key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with diplomacy; execute with limited information and ambiguity
Fundamental understanding of software development methodologies, values, and processe
If you are a Technical Support Manager, please apply today! Send your resume (in English) at firstname.lastname@example.org with ‘Technical Support Manager’ on the subject. If you require any further information, feel free to contact us at +383 49 268 559.