Provide Technical leadership to the team in resolving issues and fixing defects. Pull up your sleeve to and get hands dirty as needed.
Drive thorough troubleshooting and Root Cause Analysis for ever issue reported by the customer.
Manage employees in L1, L2 and L3 support with varying skills sets Support, Development, and Project Management.
Focus on Customer Relationship and Engagement.
Manage all escalations proactively and effectively. Pay attention to all the issues and do everything possible to avoid the escalation in the first place.
Drive the team towards good Knowledge Management by generating FAQ documentation, Operations Manuals and so on.
Analysis of ticket trends and driving for improvements in code, design, etc. Drive automation of all repetitive and mundane activities.
Special attention to Process Adherence and constantly identify areas for Improvement.
Excellent verbal and written communication.