8,529 Support Manager jobs in India

Company Overview

Reliance Retail, India's largest and most profitable retailer, is known for its diversified omni-channel presence, providing outstanding value and superior quality to consumers. With over 15,000 stores and a significant digital presence, we serve more than 193 million loyal customers across major consumption sectors. Our commitment is to deliver an unmatched shopping experience through our extensive store network, robust supply chain, and innovative technology infrastructure, complemented by a well-trained workforce.

Job Overview

The Customer Service Support Manager position at Reliance Retail is a full-time, mid-level role located in Patna. Candidates should possess 4 to 6 years of experience, focusing on managing and enhancing customer satisfaction. The role involves leading a team of customer service professionals and ensuring high-quality service delivery. The successful candidate will be adept in communication, team management, and proficient in utilizing technology to optimize customer service operations.

Qualifications and Skills

• Proficiency in managing customer relationships and enhancing customer satisfaction through effective service delivery and support.
• Experience in SAP to streamline and manage customer support operations efficiently and effectively.
• Proven ability to manage and train customer associates to ensure consistent service levels and professional development. (Mandatory skill)
• Proficiency with Microsoft Office Suite and Google Docs for efficient documentation and reporting processes. (Mandatory skill)
• Excellent verbal and written communication skills to articulate and resolve customer issues effectively. (Mandatory skill)
• Strong conflict resolution skills to manage and resolve customer disputes and enhance customer satisfaction.
• Ability to analyze customer feedback and implement strategies for service improvement and customer retention.
• Experience in leading and motivating a customer service team, ensuring best practices are implemented consistently.

Roles and Responsibilities

• Manage daily operations of the customer service team, ensuring efficient and timely processing of customer requests and complaints.
• Develop, implement, and maintain customer service processes and systems that enhance service delivery and operational efficiency.
• Train and mentor customer service associates, fostering a team-oriented environment that promotes professional growth.
• Collaborate with cross-functional teams to address and resolve customer issues and improve overall service levels.
• Monitor key customer service metrics and implement continuous improvement strategies to meet service excellence objectives.
• Oversee the implementation of new customer service tools and technologies to enhance operational capabilities.
• Develop effective communication strategies to inform customers about product offerings, services, and policies.
• Coordinate feedback collection and analysis to identify trends and inform ongoing service improvement efforts.

About Position:

We are seeking an experienced Technical Support Manager to lead our Linux Database Support team, ensuring high availability, performance, and reliability of our database appliances through 24x7 support. In this critical role, you will manage a team of technical support professionals, driving efficiency and maintaining customer satisfaction. Your leadership will enhance overall technical support operations and ensure the successful resolution of customer issues.

• Role: Technical Support Manager
• Location: All PSl Location
• Experience: 12-14 yrs
• Job Type: Full Time Employment

What You'll Do:

• Team Leadership: Lead and manage a team of technical support engineers, providing guidance, career development opportunities, and performance management.
• Advanced Troubleshooting: Offer advanced troubleshooting and technical support for Linux-based database appliances to ensure prompt and effective issue resolution.
• Shift Management: Oversee 24x7 rotational shifts, ensuring consistent high-quality support and comprehensive coverage.
• Customer Focus: Maintain a strong customer focus, addressing queries and issues professionally and promptly to enhance satisfaction.
• Incident Response: Drive incident response efforts by coordinating with cross-functional teams to resolve critical issues efficiently.
• Process Improvement: Continuously evaluate and improve support processes and workflows, ensuring comprehensive documentation and enhanced efficiency.
• Cross-Functional Collaboration: Collaborate with product development, engineering, and customer success teams to ensure effective communication and timely resolution of customer issues.

Expertise You'll Bring:

• Technical Expertise: In-depth knowledge of Linux administration and database management.
• Database Appliances: Experience with database appliances and hardware troubleshooting.
• Networking & Storage: Strong understanding of networking, storage systems, and performance tuning.
• Soft Skills: Excellent problem-solving, analytical, communication, and interpersonal skills.
• Certifications: Linux Administration, ITIL Foundation Certification, CompTIA Project+.
• Preferred Experience
• Database Products: Experience with database products such as DB2, Netezza, Teradata, etc.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly promotion cycles and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Inclusive Environment:

Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We offer hybrid work options and flexible working hours to accommodate various needs and preferences.
• Our office is equipped with accessible facilities, including adjustable workstations, ergonomic chairs, and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment. We are committed to creating an inclusive environment where all employees can thrive.

Our company fosters a values-driven and people-centric work environment that enables our employees to:

• Accelerate growth, both professionally and personally
• Impact the world in powerful, positive ways, using the latest technologies
• Enjoy collaborative innovation, with diversity and work-life wellbeing at the core
• Unlock global opportunities to work and learn with the industry’s best

Let’s unleash your full potential at Persistent

“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”

JOB TITLE: Technical Support Manager - (Filling and Capping Expert for Rigid Packaging Division)

LOCATION: Vashi, Navi Mumbai

Experience: 8+ years

JOB ROLE: Support both Indian and worldwide SACMI customers on establishing SACMI design on filling lines.

KEY AREAS OF RESPONSIBILITY:

• Filling line and Capping trouble shooting
• Actively improve closures and preforms performance on filling lines
• Training on capping and filling line aspect internally and to customer.
• Assist customers on GMP for closure and preform production and relative trouble shootings

RESPONSIBLITIES:

• Support the service team by providing technical insights to ensure quicker response and resolution times for customer queries and complaints.
• Assist in the analysis of customer research, market trends and competitor product performance to identify opportunities for product development and business growth.
• Stay in contact with filling line plant managers and technician to monitor SACMI closures and preforms acceptance, the customer complaints in terms of all types of closures application on High Speed Bottling Lines
• Training on capping and filling line aspect internally and to customer.

PROFESSIONAL EXPERIENCE REQUIRED:

ESSENTIAL: 8+ years of experience as Filling Line Technical Service.

DESIRABLE SKILL SETS:

• Pleasant personality and should be able to communicate effectively.
• Good time management and planning
• Attention to Details
• Good interpersonal skills
• Goal - oriented
• Willingness to travel

Responsibilities

• Responsible for organizing contract technical evaluation, review and formulating contract technical negotiation plan.
• Responsible for the communication and coordination of technical issues in contract implementation, etc.
• Responsible for assisting sales to complete technical communication and product promotion.
• Responsible for customer technical consultation and Q&A.
• Cooperate with GCS team to fix customer complaints.
• Collect and analyze local market demand and propose local product strategies for the company.

Minor responsibilities

• Complete work as assigned by supervisor.
• Collect, analyse and feedback customer requirement.

Qualifications

• Bachelor’s degree or above, English speaking, able to adapt to frequent travel, 5 years or above working experience in PV industry is preferred, with technical process or quality work experience in PV module / cell factory is preferred.
• PV expert on PV industry, familiar with product certificates and related IEC/UL standard.
• Possess a strong sense of responsibility and the ability to work effectively with others to achieve goals and requirements.
• Possess strong communication and verbal skills in English. Familiar with local Customs and Traditions.
• Have passports of India.

Major Responsibilities:

• Work with senior team members to plan, organise, coordinate, execute projects and Initiatives
• Manage meetings, document interactions with actions and next steps
• Diligence in follow-up and follow-through
• Create, update, present project plans
• Organise work to achieve positive outcomes
• Encourage use of agile work management processes
• Facilitate weekly, bi-weekly sprints for the team(s) assigned
• Help team members prioritise workload.
• Maintain a healthy team by empowering, motivating, and building trust
• Set goals for team members
• Present weekly progress reports
• Have good control on the work management process to adapt and course correct with agility
• Identify improvement areas, plan, and execute improvement items
• Summarise problems at hand for senior stakeholder consumption
• Prepare and participate in status meetings, governance meetings
• Setup, coordinate and manage triage sessions with customers and partners
• Work with the different internal team (cross functional and operational) to ensure seamless support to client needs
• Must be able to technically guide the team
• Communicate proactively with customers and internal team members to deliver business value as a part of daily work management
• Coach, guide, mentor other members of the team/organisation
• Support team in developing process knowledge base
• Setup knowledge base for the team to refer and enrich It continuously
• Lead from the front.

Key Performance Indicators (KPIs):

• Demonstrate ability to walk through the product/project functionality to an internal/external audience.
• Clarity in thoughts and action: Written and Verbal
• Demonstrate process adherence for all change management activities
• Demonstrate pro activity
• Demonstrate follow-ups and follow-through
• Client facing presentation ability
• Independently manage client expectations
• Client/Partner engagement - Drive/Attend Weekly/Monthly meetings with client
• Deliberate RCA discussions with client
• Internal stakeholder management and updates
• Closely work with Product team to align on production issues, and push for product release for timely delivery to client.
• Systematic team management and proper guidance/direction to the team.

Working Conditions:

• Ability to work in remote and/or office setting
• Fast paced environment with tight deadlines
• Support offshore hours / multiple time zones
• Flexibility with working hours based on team and client needs.

• Minimum Required Technical Skills / Qualifications Knowledge, Education, Training:

• Degree in computer science, engineering, business administration or equivalent experience
• Industry accepted certifications in management space
• Must be familiar with our product or a product used by financial institutions in a similar space
• Experience: Multiple years of experience working with customers and partners
• Domain knowledge of banking and financial institutions and/or large enterprise IT environment is desirable
• Experience in leading techno functional discussions with client. Knowledge of cloud concepts.

Technical:

• Agile, Scrum experience
• Experience with process methodologies used in software industry
• Good understanding of java based technical implementations, deployments and troubleshooting
• Strong in database concepts
• Microsoft Excel, Word, PowerPoint, Wiki, Planning software, Agile project management tools
• Must be able to use and work with user interface-based applications.

Communication:

• Strong, clear, and concise written and verbal communication skills
• Ability to communicate effectively at all levels of the organisation.

Customer facing skills:

Connect, Engage, Listen, Explain, Facilitate, Coordinate, Follow-through

Interpersonal Skills:

Strong interpersonal skills and can foster team collaboration.

Experience Range - 10 yrs

Location : Pune/Remote

Qualification : BE/BTech/MCA/MTech (Preferably CS/IT)

Technical Skills Required

Mandatory:

• Good knowledge in Networking and troubleshooting tools- DNS, DHCP, TLS, SSL, security Protocols, Routing, Packet data analysing, Prior experience in working with Wireshark, Nmap, Debug view etc.
• Knowledge in VAPT analysis & Security
• knowledge about security software such as DLP, firewalls (End point security are add on)

Product and Application Support

• Good experience in product and application support with sound knowledge of networking and IT Infrastructure
• Must have worked on supporting any enterprise security applications like zero trust, Identity Management solution, Multifactor Authentication Solution
• Any support experience in Virtualization products coming from Citrix, Microsoft, Dell, etc.
• Should have worked with any reverse proxy solutions
• Should understand how key web servers can be troubleshooted like Apache, NGINX, TOMCAT, IIS, etc.
• OWASP Application Security Guidelines
• How typically big enterprise support product installation and upgrades are managed and how the patch management is done
• Knowledge of Power-shell scripting, Linux shell scripting, and Python

Infra Support

• Excellent knowledge in Windows Server operating systems & Roles - Active directory, Group policies, Remote Desktop services, IIS, FSMO roles.
• Process data analyzing, Windows sys- internals tools knowledge will be add on. Batch and PowerShell scripting will be desirable
• Work experience in Client-side operating systems - Windows 7,8,10 are must
• Very good Working knowledge in Linux & Mac operating systems

Support Management and Tools knowledge

• Good knowledge of L1 and L2 Ticket tracking tools
• Good Knowledge of Service level management tools
• Should be able to manage escalations and the agreed and provided SLA for various clients
• Should be able to provide reports for any escalations, Root cause Analysis (RCA) , Productivity reports
• Must make sure escalations are managed at root level and there is zero repeat escalations
• Excellent knowledge on Server Operating systems (Win 2016/19/22, Linux flavors)
• Proficient in Networking - DNS, DHCP, basic routing concepts, network monitoring commands & tools,
• Good knowledge in IT Infrastructure & Security concepts -Storage, File servers, SSL certificates, VPNs gateways, VAPT analysis, UTMS etc.
• Good knowledge in Azure Cloud, conceptual understanding in Desktop as service, working experience in Azure Virtual Desktop / equivalent products

Role and Responsibilities:

• To provide solutions, not workarounds
• Good listener to customer, provide on time deliveries; Involve appropriate authorities when escalations are required
• Make sure Support deliveries are under SLAs
• Provide Solution documents, KB articles & RCAs and make sure team members are following the process
• Proactively involve in escalations and make sure customer commitments are met
• Coordinate with Product Management team for bug fixes, new feature escalations & development related items and make sure on time resolution
• Good with Statistical data, analyze priorities and involve in the product improvement discussions
• work as a leader of special or Ongoing requirements
• Use appropriate judgement during critical environments.
• Reproduce customer issues and if required, analyze the root cause; Check and verify any viable solutions available other than development – such as creating scripts, simple solutions etc.

Good to have:

• Knowledge of Windows kernel Drivers
• Kubernetes and Container technologies
• Prior experience in support ticketing tools and process
• Experience in documentations
• Certifications - ITIL3 or ITIL4

Soft Skills Required

• Strong communication skills (written and Verbal)
• Clarity of thought
• User centric approach
• Sincere
• Proactive
• Self-motivated
• Logical bent of mind (Analytical)
• Team Manager
• Flexible/adaptable
• Strong verbal communication skills

Accops empowers modern enterprises with agility, flexibility, and affordability by providing secure and instant remote access to business applications from any device and network. Founded in October 2012, Accops is headquartered in Pune, India, and is known for its nimble and customizable approach, offering faster response times to dynamic environments.

We are a rapidly growing IT product company with a flat organizational structure and flexible work environment. We enable enterprises to adopt 'work from anywhere' and by joining us, you get to work on hypergrowth technologies, like virtualization, cloud computing and network security.