Software Support Manager
Lahore, Pakistan
11d ago
  • Responsible for all activities of the Support Teams in your assigned regions.
  • Play a pivotal part in the success of globalizing support services
  • Develop, implement and improve SLAs / policies to ensure the best services and solutions
  • Assess and improve current procedures driving operational improvements
  • Implement self-service technologies and other work optimization strategies and tools
  • Work closely with tier 3 Dev teams to assist with timely resolutions of complex issues
  • Perform regular systems audits to ensure support compliance with standards
  • Monitor ticketing system queue and assign accordingly
  • Day to day business systems maintenance
  • Be the escalation point for VIP users to prioritize requests appropriately
  • Manage team schedules to ensure maximum coverage
  • Keep team motivated and committed to support objectives
  • Qualifications

  • 10+ years IT experience with 5+ years managing a service desk
  • Strong understanding of web technologies
  • Demonstrated ability to evolve and implement new technologies, processes and improvements to drive SLA, costs reduction etc.
  • Experience using Jira, or other service desk software.
  • Skilled at problem analysis and problem solving
  • Customer service oriented and able to resolve interpersonal conflicts
  • Experience creating service catalogs, managing SLA and creating support road-maps
  • Ability to constantly re-prioritize tasks and projects
  • Excellent written and verbal English communication
  • Able to accept after hours calls, escalations and work when required
  • Degree in Computer Science or related field
  • Apply
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