Manager Customer Support

WHAT YOU WILL BE DOING:

• Responsible for managing the support for our global customers
• Build support playbooks which can be consumed across the global support organization for triaging, recovering, root cause analysis and overall problem management
• Own automation for global support. Responsible for building and managing services availability, performance, and scalability in customer environments to achieve customer defined SLAs
• Define, measure and meet KPIs to meet customer defined SLAs: ensure uptime and performance, create predictive alerting, monitoring dashboards and resolution playbooks for handling anticipated issues.
• Collaborate with product and engineering stakeholders to ensure high-quality products are developed and operated in production.
• Work closely with customers, understand their overall business, needs and prioritize support activities in accordance with customer business needs
• Should have good understanding of IAM concepts and be able to articulate the business requirements and impacts to product team
• Should have solid experience in managing the customer relationship and sentiment
• Will be responsible for overall region s all KPI s and driving success for the regional support team
• Work closely with the architecture and security teams to define and implement enterprise grade operations and support practices

WHAT YOU BRING:

• BA/BS degree in Computer Science/engineering or related field
• 10+ years of hands-on technical experience along with strong management and communication skills
• Deep understanding and experience working with modern Cloud Service Providers i.e. Microsoft Azure, AWS OR Google Cloud.
• Experience operating and supporting a large scale SaaS platform, and applications footprint
• Experience running a world class Operations organization and managed on-call 24x7 rotation teams, to serve global customers
• Experience building, scaling monitoring infrastructure needed for SaaS based application and services.
• Experience in creating a strong and passionate operations support culture that is customer focused and quality driven.
• Proficiency with log monitoring analytics tools Datadog, Dynatrace, Pagerduty, ELK stacks etc.
• Prior experience working in a globally distributed organization

If required for this role, you will:

• Complete security privacy literacy and awareness training during onboarding and annually thereafter
• Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
• Data Classification, Retention Handling Policy
• Incident Response Policy/Procedures
• Business Continuity/Disaster Recovery Policy/Procedures
• Mobile Device Policy
• Account Management Policy
• Access Control Policy
• Personnel Security Policy
• Privacy Policy

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.