A Technical Support Manager oversees a team providing technical assistance to customers, ensuring prompt and effective issue resolution. Responsibilities include managing support operations, growing strategies to beautify service first-class, and studying overall performance metrics. They take care of escalated problems, coordinate with engineering teams for product upgrades, and hold high client satisfaction ranges. Key abilities encompass leadership, technical information, and robust communication.
Position: Technical Support Manager
Location: Hyderabad, Pune
Salary: Not Disclosed
Employment Type: Full Time, Permanent
Education: Any Graduate
About Company:
HCL Technologies is a global IT services and consulting firm centered in Noida, India. It gives a wide range of offerings, along with software development, infrastructure management, and digital transformation answers. With a sturdy focus on innovation and era, HCL enables customers to navigate virtual exchange and improve business performance. The company operates across diverse industries, presenting end-to-cease solutions and leveraging modern-day technologies to power boom and efficiency.
Job Description:
The Technical Support Manager will play a pivotal role in main and dealing with the help functions for HCLTech’s ServiceNow product. This role requires a blend of technical knowledge, management skills, and a sturdy understanding of support procedures. The ideal candidate will be driven, proactive, and able to work collaboratively with a global team to ensure the seamless functioning of critical help infrastructure.
Key Responsibilities:
Leadership and Initiative:
- Exhibit a proactive method to trouble-fixing and aid process management.
- Take initiative to drive enhancements and improvements in aid operations.
- Led and mentored junior engineers, presenting steerage and education as needed.
Technical Expertise:
- Develop a deep expertise of the ServiceNow product, inclusive of its configuration and backend.
- Utilize technical information to control and troubleshoot assist troubles successfully.
- Ensure excessive ranges of machine availability, catastrophe recuperation, and backup.
Process Improvement:
- Identify and put in force possibilities to automate manual operations and improve workflows.
- Facilitate the deployment and preservation of crucial aid infrastructure.
- Collaborate with engineers and cross-functional teams to deliver remarkable capabilities, defects, and upgrades.
Communication and Collaboration:
- Work collaboratively with a global group, communicating efficiently throughout exclusive time zones.
- Serve as an escalation factor for incidents related to the functioning of the code.
- Define and improve assist processes, sharing and following improvement first-rate practices.
Development Functions:
- Apply Agile Development methodologies rigorously.
- Translate ideas into actionable necessities and tales, ensuring the development of computer virus-free code.
- Demonstrate talent in JavaScript, Angular, REST APIs, and relational databases.
- Understand and put into effect excellent User Interface (UI) layout concepts.
Testing Functions:
- Write complete check cases and special disorder reviews.
- Ensure the delivery of incredible, reliable software programs through thorough trying out and debugging.
Qualifications:
Educational Background: Any graduate with relevant enjoy.
Experience: 5 – 10 years in a technical assist or associated function, with a robust history in dealing with help functions and main groups.
Technical Skills:
- Proficiency in JavaScript and Angular.
- Solid understanding of REST APIs and relational databases.
- Experience with Agile Development and high-quality practices.
- Knowledge of ServiceNow products and assistance methods.
Soft Skills:
- Strong communique talents in spoken and written English.
- Ability to paint effectively with global groups and adapt to specific time zones.
- Proactive, driven, and able to balance business needs with consumer and team requirements.
Essential Attributes:
Flexibility: Adapts to converting wishes and priorities, operating efficiently in exceptional time zones.
Leadership: Provides mentorship and steering to junior team members, fostering a collaborative and high-acting group environment.
Technical Acumen: Possesses a sturdy technical heritage and the capability to troubleshoot and resolve complex help issues.
Benefits at HCL:
Comprehensive Health Insurance: Extensive clinical insurance for personnel and their families, which includes access to pinnacle hospitals and well-being programs.
Competitive Compensation: Attractive revenue packages with overall performance-based total bonuses and incentives.
Career Development: Opportunities for talent enhancement via training packages, certifications, and professional development.
Work-Life Balance: Flexible work preparations, including far-flung painting alternatives and beneficiant leave rules, to assist a balanced lifestyle.
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