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
Performance management for On role and contractual employees

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 address 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 as a shared services team, 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

What you should have:

Graduate with 7+ years of experience in technical support or contact center domain, including 3+ years as people manager in product support
Experience of managing offshore support teams and vendors for enterprise client support
Experience driving process and cultural changes to deliver a truly world class support

Manager - Software Support