Manager

Troubleshoot and resolve issues for Product. 

• Provide L3 support to Issues.
• Understand what the more difficult and time-consuming problems are and plan the closer of those issues within the SLA and assist teams as quickly as possible in such escalated cases.
• Identify Areas of improvement by analyzing ticket trend.
•  Developing and implementing technical strategies and policies
• Leading and managing technical teams and projects
• Providing technical expertise and guidance
• Ensuring compliance with technical standards and regulations
• Troubleshooting and resolving technical issues
• Coordinating with other departments and stakeholders
• Evaluating and improving technical performance and quality
• Understand business requirements for customer base and be able to translate them into technical requirements.
• Ensure the highest levels of customer satisfaction.
• Specific areas of responsibilities include Self driven towards evaluating advanced technologies & recommending the right solutions
• KPI / SLA tracking for HelpDesk Team

Reports

• Maintaining Production Issues Tracking spreadsheet
• Generate reports as defined on regular basis
• Preparation on monthly decks, reports, and team utilization.
• Generate adhoc reports as requested

Others

• Anticipate future needs based on current usage and make recommendations for the same
• Review daily reports and recommend changes based on trends
• Interface with the Application Development team / Database Team to help address, define and resolve problems as they occur
• Acknowledge and communicate reported issues
• Escalate issues based on urgency and business impact