This is Renuka.C from Magna Infotech. We have great opportunity for the openings for our Fortune client (MNC),
Company profile:
MAGNA INFOTECH is a Premium Provider of IT and Software Services Companies in India, ISO Certified. We at Magna Infotech Provide IT Services to our Business Partners worldwide incorporated in Danbury, USA since 1995. We are a Team of 4500+ employee organization with skilled IT Professionals. We provide Staff Augmentation services for over 170 clients on diverse skill sets, besides providing quality, cost-effective and value added IT solutions and end-to-end customized e-learning solutions to 100 of the Fortune 500 clients.
Quick Facts about Magna:
1 Active Clients 170
2 No. of Projects Staffed 1200+
3 Employee Work Locations 29
4 Skills Deployed 450+
5 Domain / Industry Spread 17
Role: Manager, Global Support Services
Designation: Technical Support Manager
Work Location: Bangalore JP Nagar 5th Phage
Interview Location :Hyderabad Magna Infotech Office
should be ready to relocate from Hyderabad to Bangalore
Experience: 10 to 15 Years
Send resume::renuka.c@magna.in
Job Description
As Manager of Technical Support, you will have the responsibility to manage a highly skilled technical support team in our organization. You will work closely with our Technical Support Management team including the Sr. Managers of Technical Support, Director of Technical Support, Western US and the VP of Global Support Services, Engineering, Sales, and Product Marketing teams to ensure that (Client) is delivering overall superior service and support to our customers.
Responsibilities
Provide superior technical support and service to the (Client) customer base
Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
Manage and develop the support teams, including hiring, professional development and proactive project work
Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
Lead and/or being involved in Global Strategic Initiatives
Work with (Client)' engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
Requirements
10 years of experience in the software industry with a minimum of 3 years in technical support management, including people management
Background in the development and management of remote support groups, international support groups, and 24x7 support operations
Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
BS/BA degree or equivalent technical experience, MBA a significant plus
Experience in both small and large companies is highly desirable
Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable
Good communications and interpersonal skills
Track record of accomplishment and effectiveness within organizations
Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc
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With Regards
RENUKA.C
Land line::8069400239
Magna Infotech (A Division of Quess Corp Limited)
Address: S.R. Infotech Complex, No. 5/4-2, Thavarekere Road, Kormangala,
Bangalore,560029, Karnataka, India
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