Overall 8+ Yrs of experience in IT industry.
Good experience in Incident Management, Problem Management and People Management.
Extensive experience in managing remote teams.
Global client facing experience including escalation management experience.
Experience working with 3rd party vendors.
Must be ITIL certified.
Roles and Responsibilities:
Provide direct supervision for Remote Support Engineers responsible for providing post sales technical support to both field support personnel and customers in a specified area.
Monitors operations and technical support to both field support personnel and customers in a specified area.
Responsible for all personnel actions such as hiring, salary and performance reviews, corrective actions, etc.
Monitors operations, provides direction and training as required.
May have responsibility for revenue generation through sales of software/support services, consulting and/or add-on applications.