Senior Support Lead – IT Operations

Earnmodes; Chennai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Earnmodes in Chennai, Tamil Nadu seeks a Senior Support Lead – IT Operations to enhance customer satisfaction through expert technical assistance, root-cause analysis, and continuous improvement of support processes. You will bridge customer needs with product enhancements and guide escalation resolution.

You will collaborate with product, development and QA teams to influence design decisions and ensure alignment with customer expectations, mentoring teammates and driving efficiency in service

Qualifications

• Act as escalation point for complex/high-priority issues with advanced problem-solving.
• Conduct root cause analysis for critical issues using data tools to establish preventive measures.
• Collaborate with Product Management, Development and QA to provide strategic feedback and align with customer needs.

Responsibilities

• Act as escalation point for complex and high-priority customer issues by utilizing advanced problem-solving skills and technical expertise to ensure timely and effective resolution.
• Conduct root cause analysis for critical issues, utilizing data analysis tools and methodologies to establish preventive measures that reduce future defects and enhance product reliability.
• Collaborate closely with product management, development, and QA teams by providing strategic feedback on product improvements, influencing design decisions, and ensuring alignment with evolving customer needs and expectations.
• Provide comprehensive technical assistance to team members by facilitating knowledge sharing and mentoring, enabling them to resolve customer issues efficiently and effectively.
• Drive continuous improvement initiatives for support processes and workflows by identifying opportunities for innovation, automation, and efficiency enhancements, implementing best practices to optimize service delivery.

Skills

Escalation management

Root cause analysis

Cross-functional collaboration

Technical mentorship

Problem solving

Job description

Senior Support Lead – IT Operations
Chennai, Tamil Nadu

Job Summary

The Senior Support Lead plays a critical role in enhancing customer satisfaction by executing continuous improvement activities, conducting root cause analysis, and providing expert technical assistance to resolve complex customer issues. This position is pivotal in bridging the gap between customer needs and product enhancements, ensuring that support processes align with organizational goals.

Key Responsibilities

• Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Utilizing Advanced Problem-Solving Skills And Technical Expertise To Ensure Timely And Effective Resolution.
• Conduct Root Cause Analysis For Critical Issues, Utilizing Data Analysis Tools And Methodologies To Establish Preventive Measures That Reduce Future Defects And Enhance Product Reliability.
• Collaborate Closely With Product Management, Development, And Qa Teams By Providing Strategic Feedback On Product Improvements, Influencing Design Decisions, And Ensuring Alignment With Evolving Customer Needs And Expectations.
• Provide Comprehensive Technical Assistance To Team Members By Facilitating Knowledge Sharing And Mentoring, Enabling Them To Resolve Customer Issues Efficiently And Effectively.
• Drive Continuous Improvement Initiatives For Support Processes And Workflows By Identifying Opportunities For Innovation, Automation, And Efficiency Enhancements, Implementing Best Practices To Optimize Service Delivery.

Skill Requirements

• In-Depth Knowledge Of Product Support Processes Across L1-L2-L3 Levels.
• Strong Understanding Of Customer Service Principles And Practices.
• Proficiency In Root Cause Analysis Techniques And Tools.
• Excellent Communication And Collaboration Skills To Work Effectively With Cross-Functional Teams.
• Advanced Problem-Solving Skills With The Ability To Analyze Complex Issues And Develop Actionable Solutions.

Other Requirements

• Itil Foundation Certification Is Preferred But Not Mandatory.
• Certifications Related To Product Support And Customer Service Management Are Optional But Valuable.

Source: Company Career page