Assistant Manager - Software Support

Roles and Responsibilities :

• Supervise and mentor the Level 1 support team, providing guidance, training, and performance evaluations.
• Schedule and manage shift rotations to ensure 24/7 coverage and optimal team performance.
• Foster a positive and collaborative team environment.

NOC Operations -

• Oversee the daily operations of the NOC (Alerts Maintenance of production servers application), ensuring all monitoring and incident management processes are followed.
• Implement and enforce standard operating procedures (SOPs) for all team processes.
• Ensure timely and effective communication and escalation of incidents to relevant stakeholders.

Customer Support -

• Ensure the Level 1 support team triages and promptly addressing customer inquiries or technical issues by aligning required stakeholders.
• Define processes to ensure no critical alert or maintenance activity is missed.
• Lead Drive customer escalation calls.
• Monitor customer feedback and satisfaction metrics, implementing improvements as needed.
• Ensure GreyOrange s Peak Support War-rooms process (continuous bridge calls during hypercare) are owned and executed without failures.

Performance Monitoring and Reporting -

• Track and analyse key performance indicators (KPIs) related to NOC and Level 1 support operations.
• Generate regular performance reports and dashboards for senior management.
• Identify trends and areas for improvement, recommending and implementing solutions to enhance service quality.

Collaboration and Coordination -

• Work closely with other departments, such as Level 2/3 support, CloudOps, and Operations to ensure seamless incident resolution and service continuity.
• Participate in cross-functional projects and initiatives aimed at reducing inflow of repetitive alerts/incidents.

Continuous Improvement -

• Proactively identify opportunities for process improvements and efficiency gains.
• Lead initiatives to implement new tools, technologies, and methodologies that enhance the NOC and support functions.

Key Requirements:

• Education: Bachelor s degree in Computer Science, Information Technology, or a related field.
• Experience: Overall experience of 5-7 years in the Support industry with 1-2 years of experience as a Team Lead or Assistant managerial role.

Skills:

• Leadership, Team Management, Problem Solving, Analytical Abilities, Strong Communication Skills, Ability to work in a fast-paced, high-pressure environment.