Job Description:

ProHance Support charter is to provide an exceptional support experience and resolution on queries or issues raised by the Customer on ProHance Solution Deployed in their environment. This would include queries and issues related to Product/Code, Product Set up/Configuration, Product Knowledge, PH Deployment Environment/Infrastructure, PH Application Performance. In addition, the support team will lead or assist the customer in deploying Prohance Version Upgrade.

The Support Head Role (Sr. Director) responsibilities comprise:

- Leading the Support Process Excellence Function/teams and meet the outlined business commitments.

- Define, Own, and Upgrade PH Support Process as per business needs or contractual commitments.

- Define and institutionalize Enterprise Grade Customer Support practices in the team (this would include customer management skills, customer empathy, technical knowledge and capability to resolve issues efficiently and effectively, strong collaboration with the Account Management, Product Development and other teams, root cause analysis methodology).

- Lead support plan of record/actions based on NPS/Customer feedback on Support Experience.

- Guide and coach team members to provide exceptional customer support experience.

- Identifying training needs (including technical/soft skills) and execute training plans.

- Consulting with the software development team, internal users, and clients to improve application performance.

- Augment PH Support Process with relevant AI/ML solutions.

- Working out of ProHance Bangalore Office daily along with the Support team members.

Technical Skills Required:

- Experience in providing Software application support.

- Hands on experience with Windows Server, SQL Server, Tomcat and JBOSS servers.

- Knowledge and Experience in application log analysis and providing L2/L3 support to customers.

- Good working knowledge of typical root causes of application errors and providing solutions.

- Knowledge and experience in Load Balancers, Web Application Firewall.

- Ability to understand the logic flow of programming through reading application logs.

- Good knowledge on MySQL and SQL queries.

Good to Have additional knowledge (not mandatory):

- Knowledge on Vulnerability Assessment and Penetration Testing.

- Any of process frame works like ISO 27001, SOC 2 Type 2.

General Skills Required:

- Handle and manage a team of 15-20 members.

- Focused professional rigor to meet business goals without the need of constant follow ups.

- Ability and skill to train team on procedural and technical topics.

- Strong communication and collaboration skills.

- Flexibility - responsibilities may require occasional evening and weekend work.

Experience and Qualifications:

- 20+ Years of Experience in IT/Application Development/Application Support Business Environment.

- BE / BTech / MCA / MSc in Computer Science or IT.

- Certification / Degree in Data Science / AI would be good to have qualification.