Director - Support Operations - IT

Director of Support Ops

Location - Chennai

Experience - 15-18 Years

Salary - Up To - 35 LPA

The Director of Support Ops is responsible for managing the software support team and ensuring the timely resolution of technical issues reported by clients. The incumbent will lead and mentor a team of software support specialists to deliver exceptional customer service and technical support to customers.

Requirements :

- Bachelor's degree in Computer Science or related field

- At least 15 years of experience managing a cluster of global software support teams

- Strong leadership and people management skills

- Excellent communication and interpersonal skills Proven track record of delivering high-quality customer service for global customers

- Solid understanding of software development and testing methodologies

- Experience with customer support ticketing systems and knowledge management tools

- Strong analytical and problem-solving skills

- Ability to work independently and manage multiple priorities in a fast-paced environment

Responsibilities :

- Manage and lead a team of support specialists, support leads and support managers to ensure the timely resolution of technical issues reported by clients.

- Develop and implement strategies to improve the overall customer experience and satisfaction with the software.

- Monitor and analyze support metrics, identify trends, and implement improvements to increase efficiency and reduce support volume.

- Collaborate with other departments to identify and resolve software issues that impact customer satisfaction and retention.

- Ensure compliance with service level agreements and escalate issues as needed to meet customer expectations.

- Work closely with the product development team to provide feedback on software defects, usability issues, and feature requests.

- Develop and implement training programs to ensure that support team members are equipped with the necessary skills to resolve technical issues and provide exceptional customer service.

- Ensure that support team members adhere to standard operating procedures and best practices.

- Identify opportunities to streamline processes, improve workflows, and automate support functions.

- Stay up-to-date with industry trends, emerging technologies, and best practices related to software support.