Product & Customer Support Manager

Job Description

 Roles and Responsibilities: 

Overall key responsibilities -

• Tech Support & Client SLA management

• Deployment - Product solution, CRs, patches

• Tech Projects

• Communications and coordination with Client Tech Support teams &

Management

Specific responsibilities -

1. Manage setup & delivery -

- Provide Product support to customers for Help Desk Tickets

- Private cloud instance of Jodo Product for customer

- Public cloud instance of Jodo Product in different geographies

2. Monitor (& proactively identify) –

 

- Client SLAs – Support & Implementation - ensure compliance of

internal and customer SLA for support ticket, up-time and change

management

- Product instances for up-time, performance and maintain up-time

SLA

- error & exceptions logs

- backup schedules of database, recordings, other data

- system and team check points

- daily infrastructure usage – identify under utilization of infra

elements and consolidate it to reduce infra billing

- infra utilization patterns and fine tune auto scaling parameters to

minimize cost and improve product performance

- routine & repetitive tasks

- attempt automation, monitoring of identified points

- Monitor product instances, servers for performance and bottlenecks

3. Project Management –

- Schedule and perform patch updates of Jodo Product, Database,

operating system, and third party components as per pre-defined

checklist

- Plan and execute / manage implementation of Jodo products within

defined timelines

- automate process of patch updates

- Prepare hourly / daily checklist, automate and monitor execution of

checklist

4. Effective communication and co-ordination –

- Pro-active up-dating of clients to ensure smooth operations and

high customer satisfaction.

- Pro-active communication and effective discussion with internal

colleagues given Team & Company objectives

- Pro-actively co-ordinate with the development, QA teams and

have an effective release process. (Cloud / SaaS / Services)

5. Product Training –

- Train customer technical teams for management of Avhan

Systems at time of implementation and up-gradation.

- Ensure effective client user training post implementation

- Update and Deliver technical training for existing and new

customers

- Develop product FAQ for setup, operation and troubleshooting

- Develop Product training videos for self learning, troubleshooting

- Analyse follow-up \ repetitive queries or issues, etc. and attempt

to reduce them working with various internal and external parties.

6. Team Management –

 

- Manage support & implementation team

- Roster to ensure availability of support team all the time

- Training of team

- Hiring & Employee retention

 

Additional Job details

 

• Avhan supports clients business operations across different global

locations and you will required to work in shifts.

• In emergencies, you may be required to extend working hours during

critical situations or Holidays.

 

Salary Range

 

₹ 6.0 – 8.0 L per annum

 

Educational

Qualifications and

General work

Experience

 

1. Educational –

• B.E. / B.TECH / MCA / M. TECH. / M.E. / MSC

• Project Management certifications preferred

2. Skills –

- Excellent Communication skills - written and spoken – English

- High process orientation

- Leadership and team management skills

- Excellent Customer Management Skills

- Project Management

- Time Management

3. Experience –

- Essential –

- At least 3-5 years of experience as individual contributor in

technology implementation and management for Cloud Software

Products in Enterprise, Contact Centers / SaaS / PaaS / IaaS

organization.

- 1 to 2 years of managerial / supervisory experience

- Best practices for software incident support, SLA matrix setup.

- Experience in an Enterprise Data Center or Cloud Data Center

environment

 

Essential Technical Skills

& Experience

 

Experience in –

- Managing Linux based Virtual Machines, Tomcat Web server

deployment and best practices.

- MySQL / MariaDB – Execute queries, performance monitoring,

Backup / Restore

Technical awareness of –

 

- Firewalls, Proxies / Reverse Proxies, Load Balancer

- Following protocols: SIP, HTTP / HTTPS, SMTP, POP3, IMAP, Strong

understanding of networking technologies including TCP/IP, IPV6,

DHCP, VLAN, QoS, VoIP, various WAN technologies (Leased Line,

MPLS, VPN etc)

- Knowledge of Information Security and Network technologies for cloud

based solution delivery and management

- Awareness of Asterisk, FreeSWITCH, Kamailio

Education + Experience + Salary

• Education: Greaduate
• Experience: 3  Year
• Annual CTC: 240000 to  480000

Country, State and City

• India
• Maharashtra
• Mumbai