Role: Manager, Support
Location: Bangalore, India

Responsibilities
The Support Manager would be responsible for managing a team of client support executives who support customer from across the globe and various Zyme's services. The customer support executives provide telephonic and email support to all the clients and are guided by SLAs agreed between Zyme and the customers.

• Facilitate triaging, prioritize and resolve functional and technical customer issues and monitoring alerts within stipulated SLAs
• Provides appropriate cross-functional teams and external vendors with a precise understanding of issues when escalation to those teams is needed. Coordinate problem resolution with these teams when appropriate
• Coordinate effectively with internal teams to manage software patch releases, infrastructure upgrades, instance migrations etc.
• Periodic analysis of customer reported issues to define new processes and improve existing processes for customer support resulting in higher levels of customer satisfaction
• Improve productivity by highlighting deficiencies and recommending changes in tools, training, process, reporting and employee engagement
• Report operational achievements and progress on a regular basis including statistical analysis and improvements of action plan
• Compile reports on the number and types of request, communicate findings to the Client Services Mangers and to respond to any further requests for data that are required for analysis
• Ensure that knowledge management and data capturing processes are adhered to by the Support team, in order to issue reports and reuse existing information efficiently
• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term

Requirements

• 6+ years experience in managing support teams in best practice driven environment
• Needs to be hands on
• Excellent analytical and problem solving skills, combined with the ability to provide quick resolutions to problems
• Effective written/report writing and verbal communication skills demonstrating clarity and the ability to make high-level presentations, customer communications etc.
• Demonstrated Leadership abilities
• Flexibility and adaptability to changing requirements dictated by professional services environment
• Knowledge on Web and App servers, Web based applications, RDBMS concepts, ETL tools familiarity, Shell Scripting etc.
• Very good understanding of Unix or Linux and Windows platforms
• High energy individual who enjoys a fast paced entrepreneurial environment
• Must have good understanding of a "services business" in a high tech environment

Required experience

• Minimum 6 years of experience in relevant areas of responsibilities

Education

• Post Graduate from a recognized university/institute

To Apply:
Please send your resume to careers@zymesolutions.com with only "Manager, Support" in the title of the email. Your resume should be sent as an attachment in one of the following formats: Plain ASCII, PDF, MS Word or HTML only.

Recruiters: Zyme Solutions is not accepting resumes from third-party agencies through the website at this time. Any unsolicited resumes that are sent to Zyme Solutions will become the property of Zyme Solutions.

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