Purpose:

Represent and manage the production support team and suggest fixes to complex issues by doing a thorough analysis of root causes to ensure issues are resolved in a timely manner.

Key Responsibilities :

- Responsible for prioritizing workload and performing production support activities that involve the assignment of issues and issue analysis to provide a resolution within the specified SLAs.

- Responsible for root cause analysis, managing communication, and client relationship in partnership with teams of project managers, developers, quality assurance to resolve technical issues.

- Be responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.

- To participate in knowledge transfer to ensure a better grasp of the product and domain

- Conduct review meetings, identify & analyze trends of required performance and action points for improvement of team performance

- Mentor and guide the team and train them with best practices & code standards to ensure solutions are provided to businesses within TAT on development or technical issues.

- Drive the development of the debugging tools

- Identify the patterns in the issues raised and provide inputs to CS/engineering/product teams

- Identify the regressions and provide inputs to the QA team

The measure of Success:

- Driving initiatives on the productivity of the whole customer support team

- Identifying the patterns and inputs provided to CS/Engineering/Product teams

- Delivery of debug tools

- Timely reporting of the key metrics + corrective measures to the engineering leadership

- Reporting Relationship

Reporting to: Head of Customer Success

Direct Reports: Customer Support Engineers

Qualification:

- Minimum 3 to 5 years of leading/managing a customer support team in a relevant industry

- Good understanding of the Logistics industry

- Strong problem solving and communication skills

- Strong communication skills and team management capabilities

Key Competencies

Functional: Debugging ability, prioritization, and scheduling skills

Behavioral: Strong problem solving, sense of urgency and prioritization, team handling and team mentoring