Senior IT Ops Support Lead: RCA & Process Improvements

Sapsf; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Sapsf is seeking a Senior Support Lead - IT Operations to enhance customer satisfaction by driving continuous improvement, analyzing root causes, and delivering expert technical assistance to resolve complex issues.

The role bridges customer needs with product enhancements, guiding support processes to align with organizational goals and delivering strong leadership to the support team.

Qualifications

• Experience with product support processes across L1-L3 levels.
• Strong understanding of customer service principles and practices.
• Proficiency in root cause analysis techniques and tools.

Responsibilities

• Act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
• Conduct root cause analysis for critical issues to establish preventive measures.
• Collaborate with product management, development, and QA to provide strategic feedback and align with customer needs.
• Provide technical assistance to team members and mentor others to resolve issues efficiently.
• Drive continuous improvement of support processes, identifying opportunities for automation and efficiency.

Skills

L1-L3 support processes

Customer service principles

Root cause analysis

Communication & collaboration

Advanced problem solving

Job description

Sapsf is seeking a Senior Support Lead - IT Operations to enhance customer satisfaction by driving continuous improvement, analyzing root causes, and delivering expert technical assistance to resolve complex issues.

The role bridges customer needs with product enhancements, guiding support processes to align with organizational goals and delivering strong leadership to the support team.