Altisource - Group Manager - Product Support

Group Manager, Product Support and Services

Job Location: Velankani Tech Park, Electronic City, Bangalore

Role & Responsibilities:

- Define and implement world-class product support processes

- Build and nurture a highly motivated product support organization

- Work with business unit leaders to craft support strategies / goals

- Execute strategic product support initiatives aligned with business goals

KRAs:

- Deliver on product support SLAs

- Ensure high degree of employee engagement in product support organization

- Enable high customer satisfaction

- Optimize investment and operating costs of product support function

Desired Qualities:

- Strategic thinker and thought leader – should be able to address support issues holistically, in alignment with product roadmaps and business strategies rather than with point solutions

- Data driven planning and decision making

- Strong motivator and team builder

- High degree of customer orientation

- Advocate lean processes

- Able to handle large volume of issues coming in from multiple sources at the same time by focusing on root causes

Qualifications & Experience:

- Engineering degree and minimum 15 plus yrs of total work experience

- Hands on experience in software product Dev/QA/support

- Currently in a leadership role – managing teams, responsibility for product support

- Good exposure to application management and application architecture with understanding of the hardware setup required to support various application

- Experience in maintaining products in a SaaS environment very desirable

- Experience in mortgage/finance industry will be a strong plus

Shweta Singh