Sr Manager - (Cloud & Security Customer Service Operations)

Broad outline of the Role

• Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Cloud and security domain with the objective of providing timely resolution to technical issues faced by customer and ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Graduate with 7-12 years of experience

Other knowledge/skills

• Excellent customer handling ability.
• Should have dealt with large team sizes.
• Experience on building process efficiency
• Expertise on implementation, installation, integration troubleshooting and overall functionalities.

Key Responsibilities

• Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues.
• Incident management - assign incident manager for critical/escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution.
• Plan support needs for the customer; ensure timely execution of service acceptance function and compliance with turnaround time (SAT)
• Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window.
• Monitor spikes in escalation of tickets.
• Devise mechanism to track all escalations and identify root cause of the escalations.
• Identify improvement areas in terms of process, people, resources to avoid escalating situations and implement solutions.
• Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends.
• Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis.
• The role will lead a large team.

Technical Competencies

Knowledge / Skills