Manager Technical Support at Contegris Technology Solutio…

About ContegrisContegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, we’ve been empowering over 300 enterprise clients across 20 industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, and AI-powered self-service tools. With innovation at the core, we strive to enhance how businesses connect with their customers.Job OverviewThis role is responsible for ensuring a Delightful Pre Post-Implementation Customer Experience that aligns with our business strategy and SLA Commitment. Moreover this role is responsible for establishing the NOC and managing efficient Network System Operations with proactive handling.Key ResponsibilitiesTeam Building: Build a team of A Players with right potential and talents to achieve the organizational objectives and create the strategy for successful NOC and Technical Support OperationsTraining and Development: Continuously train and coach the team to achieve their Key Performance Indicators and keep them motivatedLeadership and Performance Management: Keep a close eye on the Support Operations and ensure Quality Assurance and performance goals are met according to the plan. Do performance appraisal of your team on Quarterly basisTeam Culture: Create and maintain a performance oriented culture within the team by creating positive competition and open learning environmentProcess: Create, implement and streamline processes related to successful operations of a diverse technical support and network operations function. Implement ITIL framework in the CNOC department.Customer Experience: Transformation of the customer experience by providing proactive, professional and friendly support operations to the customersCustomer Empowerment: Engage with the customer during Go-Live Support period, ensure they are properly trained and empowered to get full benefit of Contegris products and solutionsCustomer Relationship: Be the first level of escalation for the customer, Handle support escalations and get them resolved on priorityCollaboration: Partner with Development and Leadership team to help resolve Customer Queries which need special attention and share valuable suggestions for improvement. Collaborate with Deployment team for smooth and efficient onboarding of the customer.CSAT NPS Surveys: Actively conduct the CAST and NPS Surveys and suggest corrective action to the leadership.Reporting Analysis: Analyze support operations for the required KPIs, do continuous performance management and present the analytical reports to the leadership on weekly, monthly, quarterly and yearly basis.Information Security: Understand and Implement Contegris ISMS policy across the functionsRequirementsEducation: MS/BS in IT/CS or EquivalentExperience: Minimum 4:5 years experience working with BPO/SAAS Company in the Implementation, Lead Support Engineer role with management responsibilitiesLeadership skillsAbility to work under extreme pressure without losing coolAbility to handle multiple things going on simultaneouslyTeam Management as a successful coachHandle Technical Support OperationsHandle NOC OperationsHandle Contact Center OperationsStrong Reporting Analytical ability About Contegris Job Overview Team Building: Build a team of A Players with right potential and talents to achieve the organizational objectives and create the strategy for successful NOC and Technical Support OperationsTraining and Development: Continuously train and coach the team to achieve their Key Performance Indicators and keep them motivatedLeadership and Performance Management: Keep a close eye on the Support Operations and ensure Quality Assurance and performance goals are met according to the plan. Do performance appraisal of your team on Quarterly basisTeam Culture: Create and maintain a performance oriented culture within the team by creating positive competition and open learning environmentProcess: Create, implement and streamline processes related to successful operations of a diverse technical support and network operations function. Implement ITIL framework in the CNOC department.Customer Experience: Transformation of the customer experience by providing proactive, professional and friendly support operations to the customersCustomer Empowerment: Engage with the customer during Go-Live Support period, ensure they are properly trained and empowered to get full benefit of Contegris products and solutionsCustomer Relationship: Be the first level of escalation for the customer, Handle support escalations and get them resolved on priorityCollaboration: Partner with Development and Leadership team to help resolve Customer Queries which need special attention and share valuable suggestions for improvement. Collaborate with Deployment team for smooth and efficient onboarding of the customer.CSAT NPS Surveys: