247 Intouch Looking for Technical Support Manager at Hyderabad, Telangana

24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

About the Job

The Technical Support Manager will manage the technical support operations to ensure all jobs get completed on time, service levels are adhered to, and key performance metrics are met in accordance with contractual stipulations and customer specifications.

This role offers a competitive compensation and benefits package and a great career opportunity for successful candidates to be at the forefront of the digital space and gain the opportunity to work with a dynamic, exciting and innovative company.

As Technical Support Manager, You Will…

1. Ensure effective and helpful support is provided to end users.
2. Responsible for designing and implementing an improved process or operational policies at the organization.
3. Recommend changes to products or services to help address customer/stakeholder needs more efficiently.
4. Provide reports to top management and manage and coordinate team day to day operations.
5. Ensure project or department milestones and goals are met in a timely fashion, in accordance with agreed standard and specifications and adhere to the approved budget.
6. Maintain knowledge of trends and developments in information technology, alerting senior staff of the effects widespread software and hardware revisions, changes, and discontinuation will have on the organizations systems and operations.
7. Manage weekly/biweekly/monthly meetings with your stakeholders to review the client metrics.
8. Act as a single point of contact for the management, clients, and escalation of all support-related activities.
9. Steer Program deliverables to meet contractual obligations/client mandates consistently and drive continuous improvement to create value for the client.
10. Identify, hire and retain high performance talent for various operational roles by evaluating current and future needs of the program to meet performance goals.
11. Ensure training efforts meet program learning needs to meet service delivery expectations through established training certification processes and methods across all operational roles.
12. Engage with Client POCs on understanding expected volume/forecasts, report unusual volume drivers/patterns, ensure schedules are optimized & rosters are published in advance and facilitate real-time staffing strategies to service volume.
13. Provide appropriate developmental inputs (coaching/floor support/PIP) to Technical Support Associates, SMES, Supervisors and other support staff.
14. Analyze data to understand and emerging trends to either suggest improvements or escalate this to the product team.
15. Coordinate end to end Incidents by identifying and reporting to appropriate teams to reduce the impact of business and operations.
16. As needed, conduct Incident review and follow up on action items.
17. Identify product and tool issues, bugs, and other improvement opportunities.
18. Provide information and prepare reports indicating actions taken or needs to be taken for issues and incidents reported.
19. Handle VPN/Proxy issues, Geo Filtering, and Speed Bump issues.
20. Serve as the main touch point for app launch and streaming escalations on all device platforms.
21. Assess scope and impact of product level outages by assigning severity to our product outages and involving other PODs as needed.
22. Manage site level outages for BPO partners, including organizing and running outage drills and IRs.
23. Maintain thorough knowledge of systems to research and provide proper information.

Requirements

As Technical Support Manager, You Have…

1. Bachelors in Computer Sciences, Mathematics/Statistics, Computer Applications or any Technical Graduation.
2. Must have 9+ years of Technical support experience.
3. 3 – 5 years of previous technical support operations/account manager experience is preferred.
4. Intimate knowledge and experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products.
5. Previous experience in reporting and dashboard creation.
6. Previous experience in an enterprise technical support environment as part of any ITES company.
7. Experience in handling multiple Technical Support teams of Tier 3 level, Team supervisors and support staff.
8. Strong client management experience.
9. Experience in Gaming, Streaming service, Tech support preferred.
10. Strong technical support experience and background with the ability to understand and diagnose issues with exceptional troubleshooting skills.
11. Excellent English communication skills both verbal and written.
12. Passionate about technology, tools, gaming, and spontaneous in understanding the issue and providing resolutions.
13. Strong familiarity in data analysis/visualizations, trend analysis, troubleshooting, and critical thinking.
14. Ability to create and write knowledge base articles as needed.
15. Ability to work in a fast-paced, hectic, changing environment.
16. Demonstrated team management experience, people management and coaching skills with customer focus and service orientation.
17. Excellent analytical and reporting skills.