Director - Support Process Excellence

Our Support charter is to provide an exceptional support experience and resolution of queries/issues raised by the Customer on ProHance Solution deployed in their environment. (This would include queries and issues related to Product/Code, Product Set up/Configuration, Product Knowledge, PH Deployment Environment/Infrastructure, PH Application Performance. In addition, the support team will lead/assist the customer in deploying Prohance Version Upgrade).

Responsibilities:

• Leading the Support Process Excellence Function/teams and meeting the outlined business commitments.
• Define / Own / Upgrade PH Support Process as per business needs / contractual commitments.
• Define/institutionalise Enterprise Grade Customer Support practices in the team (this would include customer mgmt. skills, customer empathy, technical knowledge and capability to resolve issues efficiently and effectively, strong collaboration with the Account Mgmt, Product Development and other teams, root cause analysis methodology).
• Lead support plan of record/actions based on NPS/Customer feedback on Support Experience.
• Guide and coach team members to provide exceptional customer support experience.
• Identifying training needs (including technical/softs skillsand execute training plans.
• Consulting with the software development team, internal users, and clients to improve application performance.
• Augment PH Support Process with relevant AI/ML solutions.
• Working out of our Bangalore Office daily along with the Support team members.

Requirements:

• Experience in providing Software application support.
• Hands-on experience with Windows Server, SQL Server, Tomcat and JBOSS servers.
• Experience in application log analysis and providing L2/L3 support to customers.
• Good working knowledge of typical root causes of application errors and providing solutions.
• Knowledge and experience in Load Balancers and Web Application Firewall.
• Ability to understand the logic flow of programming through reading application logs.
• Good knowledge of MySQL and SQL queries

Good to have additional knowledge - not mandatory:

• Knowledge of Vulnerability Assessment and Penetration Testing.
• Any of the process frameworks like ISO 27001 SOC 2 Type2

General Skills Required:

• IC initially.
• Focused professional rigour to meet business goals without the need for constant follow-ups.
• Ability and skill to train the team on procedural and technical topics.
• Strong communication and collaboration skills.
• Flexibility - responsibilities may require occasional evening and weekend work.

Experience and Qualifications:

• 15+ years of Experience in IT /Application Development/Application Support Business Environment.
• BE / BTech / MCA / MSc in Computer Science or IT.
• Certification / Degree in Data Science / AI would be a good qualification to have.