We are looking for a Support Manager with 10 + years of experience responsible for taking care overall support services of L1, L2 and L3 teams , managing customer support, assuring that service standards are met, resolving customer issues/Critical incident management & Communication, and facilitating communication between the customer service team and the other third party stakeholders.
Also focus on continuous improvements to stabilize the platform, team efficiency by automation's, innovation and knowledge capture/retain for support team
Flexible to work on odd hours on need basis like meeting with USA business..etc. this is less frequent though (may be 1 -2 times a month)
What you do
10+ years of experience in Customer support management. Experience in handling Ecommerce support projects and technologies (SFB2C, ATG,...) Strong leadership and team management skills. Excellent organizational, communication, and stakeholder management skills. Demonstrated ability to assess risks, make informed decisions, and resolve conflicts effectively. Flexible and adaptable with right mindset to handle fast phased environment.
Preferred Qualifications:
Hands on experience with ITSM tools (Service Now), understanding of monitoring and analysis tools (Dynatrace, Grafana, Kibana, Open Search, etc.,). Familiarity with project management tools (e.g., Jira, Confluence). Certification in SFB2C, ITIL, other management certification optional.
What we ask
High quality customer service:
Ensure all customer issues/inquiries are handled promptly and professionally with the team. Leads as incident co-coordinator for critical issues P1 and driving war room till resolution and follows up on corrective/preventive actions for all critical production issues. Develop and maintain standard operating procedures for support operations. Conduct post-mortem retrospectives and drive follow-up action plans. Overseeing the daily operations of the team and making sure that all customer inquiries are addressed in a timely and efficient manner.
Communication & Reporting:
Serve as the Incident Co-coordinator for timely communication on the production issues and follow ups. Provide regular updates to customers on planned maintenance, events and production sanities. Monitor and report on key support KPIs (Incident SLAs, Backlogs, Reopen ticket%, Avg Incident Acknowledgement/Resolution time, Productivity, Shift left topics, Problem statistics, Training & Documentation) to measure success and identify improvement areas. Drive weekly, monthly and quarterly steerco meetings about support services with customer directors.
Continuous Improvement:
Drive process enhancements to streamline the support practices. Collaborate with Squads, Customers and Business IT to prioritize the problems for the production environment stability. Focus to improve team efficiency by automations, innovation and knowledge capture/retain for support team
What we offer
Joining the Valtech global team puts you in the ranks of a pioneering digital innovator worldwide. We focus on delivering quality services to clients, fostering the growth and development of our workforce. As an integral member of the team, you will have the opportunity to pave your career path while significantly contributing to our business success.
At Valtech, we’re here to engineer experiences that work and reach every single person. To do this, we are proactive about creating workplaces that work for every person at Valtech. Our goal is to create an equitable workplace which gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be). You can find out more about what we’re doing to create a Valtech for everyone here.
Please do not worry if you do not meet all of the criteria or if you have some gaps in your CV. We’d love to hear from you and see if you’re our next member of the Valtech team!