7,685 Technical Support Leader jobs in India
Technical support leader – Plant controller & Automation
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Help Desk Manager - Operations
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Are you ready for the Most Impactful Work of Your Life
Signant Health is a global evidence generation company. We're helping our customers digitally enable their clinical trial programs, meeting patients where they are, driving change through technology and innovations and reimagining the path to proof. Working at Signant Health puts you in the very heart of the world's most exciting sector - a high-growth, dynamic company in an extraordinary industry. We innovate the leading-edge of clinical research data. We do it faster, better and with an eye on the future of our industry.
Job Summary:
We are seeking a skilled and proactive Help Desk Tier 1 Manager to lead and manage our Tier 1 help desk team. The ideal candidate will have a strong background in IT support, customer service, and team management. As the Tier 1 Manager, you will be responsible for overseeing the daily operations of the help desk team, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction. You will also be responsible for developing and refining support processes, training staff, and collaborating with other IT teams to ensure seamless service delivery.
Key Responsibilities:
- Team Leadership: Supervise, mentor, and develop a team of Tier 1 help desk agents. Provide ongoing coaching, performance feedback, and support to ensure team members meet or exceed service level agreements (SLAs) and key performance indicators (KPIs).
- Service Delivery: Ensure the timely and efficient resolution of support requests, including troubleshooting hardware, software, and network issues. Ensure that team members are adhering to best practices in customer service and technical support.
- Escalation Management: Act as the point of escalation for complex or high-priority issues that cannot be resolved at Tier 1. Work closely with Tier 2 and other technical teams to ensure seamless escalation and issue resolution.
- Process Improvement: Continuously evaluate and improve help desk workflows, processes, and systems to ensure optimal efficiency and customer satisfaction. Identify and implement strategies to improve the speed and quality of issue resolution.
- Training and Development: Develop and implement training programs for new help desk agents. Provide ongoing education and professional development opportunities to ensure the team stays up-to-date with evolving technologies, tools, and best practices.
- Performance Management: Monitor and assess the performance of Tier 1 help desk agents. Prepare regular performance reviews and set individual and team goals. Implement corrective actions when necessary to improve service delivery and team performance.
- Knowledge Base Management: Oversee the creation, maintenance, and optimization of the knowledge base, ensuring that documentation is accurate, up-to-date, and easily accessible for the team and end-users.
- Customer Experience: Foster a customer-centric culture within the team. Ensure the team provides exceptional customer service, handles inquiries professionally, and resolves issues in a timely manner.
- Reporting and Metrics: Analyze help desk data and trends to produce regular reports on team performance, ticket resolution times, user satisfaction, and other relevant metrics. Use this data to drive continuous improvement.
- Collaboration: Work with other departments, such as IT, HR, and project management, to identify recurring issues, implement solutions, and ensure alignment with company objectives.
- Tool and System Management: Ensure that help desk software and ticketing systems are functioning properly. Evaluate and recommend new tools or technologies to enhance the team's efficiency and support capabilities.
- Experience: 3-5 years of experience in a help desk or IT support role, with at least 1-2 years of management or supervisory experience.
- Leadership: Proven ability to lead and motivate a team, including coaching, mentoring, and performance management.
- Customer Service Excellence: Strong background in customer service, with the ability to handle difficult situations and resolve conflicts effectively.
- Technical Knowledge: Solid understanding of IT support fundamentals, including troubleshooting hardware, software, networking, and operating systems.
- Problem Solving: Strong analytical skills, with the ability to diagnose and resolve technical issues efficiently.
- Communication Skills: Excellent verbal and written communication skills. Ability to interact with users at all technical levels and provide clear, concise explanations.
- Ticketing Systems: Experience with help desk ticketing systems (e.g., ServiceNow, Zendesk, Jira) and knowledge management platforms.
- Process Improvement: Experience in process optimization and implementing best practices to improve service delivery and efficiency.
- Time Management: Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities.
- Certifications: ITIL certification or other relevant certifications in IT support or service management is a plus.
- Experience with ITSM Tools: Familiarity with IT Service Management (ITSM) frameworks and tools.
- Industry Knowledge: Experience in specific industries (e.g., healthcare, finance, technology) is a plus, especially with specialized software or applications.
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent work experience.
- Medical Insurance, Group Accidental Coverage/Insurance, Group Term Life Insurance
- Company Paid Subscription to Calm – The #1 app for mental fitness.
- Employee Referral Program – Bring the Best to Signant Health and earn a reward.
- Wellness Program – Participate in challenges and earn points for rewards.
- Proof! – Signant's Employee Recognition Program where you can accumulate points to redeem exciting merchandise, gift cards, tickets, and more.
- Burn Along – Digital fitness and wellness platform
To apply, please submit your CV and a cover letter letting us know why you think you'd
be perfect for this role. We will begin reviewing submissions during the application period and will fill the vacancy as soon as a suitable candidate is identified.
Please note that Signant does not accept unsolicited resumes from Third Party vendors.
Skills Required
Servicenow, Process Optimization, zendesk, Networking, Operating Systems, Troubleshooting Hardware, Jira
Technical Support Manager
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Job Purpose:
The incumbent will be responsible for supporting ASMs and the dealership staff in technically for resolving product issues.
Position Overview:
Location: Chennai
Position Title: Technical Support Manager
Reports to : Group Manager- Service Lead
Function: EV Commercial
What you’ll do:
Field technical report :
Collaborate with Field Teams to collect and analyze technical reports related to Electric Vehicles (EVs), identifying critical issues and escalating them to Quality Assurance for corrective action and joint visits.
Need to monitor the Following Reports for the New Product:
Develop, Monitor and analyze warranty claims for EV products, tracking trends and critical items, and ensuring corrective actions are implemented through the Field Report Tracker and Failure Part Tracking.
Service bulletin creation:
Develop and communicate service bulletins to Field Teams based on complaint trends from FOR and warranty failures, ensuring proper validation after design-level modifications are made at the plant level.
Once Modification is done at the plant level on the product improvement or value engineering,
Need to communicate in Service Bulletin format to Field Team with Proper Validation.
Field visit on analysis:
Conduct joint visits with Plant Teams to analyze root causes of EV-related issues, identifying areas for improvement, and implementing corrective actions.
Field support:
Provide technical support for critical EV issues through hotline calls, vehicle diagnosis, and
training, ensuring prompt resolution and minimizing downtime.
SOP creation:
Need to coordinate QA / PD for Critical Issues through the Standard Operating Procedure
Customer Complaint Analysis:
Analyze customer complaints generated through different modes, identifying trends and
collaborating with respective teams for corrective actions, including Non-Product issues with the
field team and Product issues with the Plant team.
SOP Adherence Monitoring:
Monitoring the progress of the SOP implementation at field both at ASM and dealer. Follow up with the concerned field team for early completion.
Competitor Model Study:
Conduct benchmarking studies of competitor EV models, submitting findings and
recommendations for improvement.
Service Accessibility and Maintenance:
Define Service Accessibility and Maintenance procedures for new EV products, including Flat Rate Time (FRT) for labor billing, ensuring efficient and effective service delivery.
Automation of Backend reports
QRMS:
Product issue resolution - 15 days for process, 30 days for quality, and 60 days for design issues
Reducing unplanned visits to the workshop by customers before 1st service
Compliant trend monitoring and proactive decision making for service campaign/service updates to field employees
What you'll bring:
Experience:
7 to 9 years in the aftersales (automotive industry) function as an area service manager. He should have good technical skills and exposure to handling customer complaints.
Hands-on field experience would be preferable
Good customer handling skills and Excel skills
Qualification: Bachelor’s in Mechanical or Automobile Engineering
Ready to Join Us?
Apply via our website today. Join our trailblazing team and be a part of our legacy! “So why wait? Join us and experience the freedom of embracing the road, riding with pure motorcycling passion.”
Technical Support Manager
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Overview
Summary
The Operations Manager is responsible for supporting the governance and business operations of the C1 Services Organization. Includes oversight of Services Practices, Delivery, Finance, and Talent Management. Direct responsibility for governance, business planning and Practice Reporting. Works collaboratively with the Shared Services teams and the Sales teams to achieve C1 goals and objectives.
Responsibilities
Essential Functions
Qualifications
Required Qualifications
Desired/Preferred Qualifications
Additional Information
C1 BENEFITS
* 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
* Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
* HSA with + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision (2 plans: 12-month and 24-month frames allowance)
* FSA Plans (Healthcare, Dependent care and Limited Purpose)
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Term Disability
* Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)
* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth
Technical Support Manager
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About Glean
Founded in 2019, Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. By integrating seamlessly with tools like Google Drive, Slack, and Microsoft Teams, Glean ensures employees can access the right knowledge at the right time, boosting productivity and collaboration. The company's cutting-edge AI technology simplifies knowledge discovery, making it faster and more efficient for teams to leverage their collective intelligence.
Glean was born from Founder & CEO Arvind Jain's deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive, he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then, Glean has evolved into the leading Work AI platform, combining enterprise-grade search, an AI assistant, and powerful application- and agent-building capabilities to fundamentally redefine how employees work.
About The Role
We are seeking a highly motivated and experienced Technical Support Manager to lead our technical support team. The Technical Support Manager will be responsible for ensuring our customers receive timely and effective technical assistance. This role involves managing a team of support professionals, developing and implementing support strategies, and driving continuous improvement in our support operations.
You Will
Team Leadership and Management:
- Lead, mentor, and manage the technical support team, ensuring high levels of performance and customer satisfaction.
- Conduct regular team meetings, performance reviews, and provide ongoing coaching and development opportunities.
- Foster a positive and collaborative team environment.
- Recruit, train, and onboard new support team members.
- Develop and implement efficient support processes and procedures.
- Monitor and analyze support metrics (e.g., response times, resolution rates) to identify areas for improvement.
- Ensure timely and accurate resolution of customer technical issues.
- Manage the support ticketing system and ensure proper documentation of support interactions.
- Act as an escalation point for complex technical issues and customer complaints.
- Build and maintain strong relationships with key customers and stakeholders.
- Gather customer feedback and identify opportunities to enhance the customer experience.
- Proactively communicate with customers regarding product updates, issues, and resolutions.
- Identify and implement process improvements to enhance support efficiency and effectiveness.
- Develop and maintain support documentation, knowledge base articles, and FAQs.
- Ensure accurate and up-to-date documentation of support processes and procedures.
- Generate reports and analyze data to identify trends and areas for improvement.
- 5-7 years of experience in technical support, with at least 3 years in a management or leadership role.
- Strong technical understanding and problem-solving skills.
- Proven experience in building cross-functional alignment with peer managers in R&D and GTM.
- Experience with support ticketing systems (zendesk) / CRM software.
- Strong analytical skills and the ability to make data-driven decisions to improve operational efficiency.
- Proven ability to lead cross-functional teams and manage multiple projects simultaneously.
- Excellent communication and interpersonal skills.
- Proven ability to lead and motivate a team.
- Ability to work independently and manage multiple priorities.
- Certifications such as ITIL, HDI, or relevant technical certifications are a plus
We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you&aposll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.
We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We&aposre committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.
Skills Required
Technical Support, zendesk, Documentation, Process Improvement, Analytical Skills, crm software
Technical Support Manager
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Riverbed. Empower the Experience
Riverbed, the leader in AI observability, helps organizations optimize their user’s experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s open and AI-powered observability platform and solutions optimize digital experiences and greatly improves IT efficiency. Riverbed also offers industry-leading Acceleration solutions that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with our thousands of market-leading customers globally – including 95% of the FORTUNE 100 – we are empowering next-generation digital experiences.
Position
Responsible for a team of Escalation Engineers delivering remote support to Riverbed customers and partners. Ability to work under pressure, often against contractual or customer driven expectation SLA’s, to ensure a ‘right eyes’ principle is delivered from within the team. Whilst the role is primarily managerial, the need for a strong technical understanding of leading IT technologies is essential. Demonstrable people, process and performance management experience is a requisite.
Riverbed’s purpose is “Advancing the Human Experience in the Digital World”. This role will deliver that goal via the successful day-to-day management of a team of technical engineers delivering customer success to partners and customers of Riverbed.
What you will do
What makes you an ideal candidate
What we offer
Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees.
Benefits & Perks vary by Country.
About Riverbed
With a 20-year history of innovation, Riverbed is agile, yet proven, and we are disrupting the market with differentiated solutions that enable our customers to deliver secure, seamless digital experiences and accelerate enterprise performance While we are a ‘customer-first’ company, we are all about our people with a shared commitment to creating a global impact. We bring our best selves to work and pursue excellence, trust, and respect for one another. We welcome and encourage transparency and open communication throughout the company. We strive to be an inclusive, fair, and enjoyable workplace for our people globally and care about their wellbeing. We are committed to our people, partners, and customers while supporting the communities where we work and live. It’s the Power of WE that binds us together.
Technical Support Manager
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Roles & Responsibilities:
- Managing a team of Support Engineers of D365 CE and FnO application expertise .
- Operating the support function and helping the business with resolution of supports tickets within SLAs.
- The position act as the first point of escalation when the issues breached SLAs or any outages occur.
- Manage 2-5 short term projects spanning from 1 Month to 6 months.
- Managing a maintenance team fixing the bugs and technical debt issues.
What you ll do as the Technical Support Manager- D365 :
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Experience working with Dynamics 365 Finance and Operations and/or CE, either as end user or support role or a developer role.
- Experience working in order -to-cash, Procure-to-pay is required. Mostly knowledgeable in one or more areas like : Sales order, Pricing, Finance O2C , P2P, Tax.
- Troubleshooting skills - Ability to assess and apply what they have learned in one issue to another issue, attention to details is very important.
- Governing the support playbook and always looking for improvements in automation and preventing the issue occurrence.
- Ability to develop new runbooks or change the process based on data driven decisions.
- Ensure the quality checks on knowledgebase articles for use in future activities, quality check on ticket closure.
- Good understanding of key support metrics to measure and KPIs.
- Intermediate to advanced SQL skills for writing queries
- Good at learning business processes and application functionality
- Good/ Moderate proficiency in D365 F&O and CE modules
- Record and resolve support issues and escalate as required.
- Perform detailed RCAs on critical issues.
- Run scrum meetings and deliver high quality fixes with effective sprint planning .
What you will bring to the team:
- BE/BS or MS in Computer Science or equivalent fields.
- 10-15 years of overall experience
- 5 + years D365 user or as a support role.
- 5 + years of experience managing a team of 10+ members and team player.
- Fast learner and good problem-solving skills
- Good oral and written communication skills
- Ability to manage multiple users and systems across multiple geographies.
- Background in D365 F&O and CE preferred
Skills Required
D365, Sql, sales order , Pricing
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Technical Support Manager
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Job Title: Technical Support Manager to Director
Description: We are seeking a Technical Support Manager to Director to join our team and oversee all technical support operations. The ideal candidate will have a strong background in Autocadd, plant activity management, and coordination with the director. This role requires a hands-on approach to managing all plant activities and ensuring smooth communication with the director to achieve operational excellence.
Responsibilities:- Manage all plant activity and operations effectively. li>Coordinate with the director to align technical support goals with the company's objectives.
- Provide technical support and guidance to the team.
- Ensure all technical support activities meet quality standards and deadlines.
- Implement best practices for Autocadd and MS Office usage.
- Bachelor's degree in a relevant field (Engineering, IT, or related discipline).
- Proven experience in technical support management.
- Strong knowledge of Autocadd and MS Office applications.
- Excellent communication and leadership skills.
- Ability to multitask and prioritize workload effectively.
- Autocadd
- MS Office
- Plant Activity Management
- Team Coordination
- Quality Standards