Manager I, Tier III (Technical Product Support)

Description

• Serves as escalation point for staff challenges and soliciting staff input for process improvements.
• Manages a team of developer analysts who handle Tier3 escalations
• Meets regularly with Tier3 leadership team to receive and provide feedback for opportunities to improve process and team performance.
• Oversees all real time and intraday activities to ensure service level agreements are being met and recommending solutions to operational issues as needed.
• Manages escalation plan when objectives are not being met.
• Leads the local Tier3 team by monitoring and coaching staff performance. As such, works to ensure each team member is engaged, growing, and taking ownership for their work.
• Builds effective working relationships across product support teams and internal departments.
• Collaborates with the US Tier3 leaders, providing local leadership to designated members of the Hyderabad Tier3 team.
• Identifies factors that may pose a risk to achieving service level agreements and finds ways to mitigate the risk.
• Facilitates constructive feedback loop to Product Support, Product and Engineering teams for improvements to process, product and customer experience.
• Exercises independent judgment in managing Tier3 team performance and maintains discretion in significant matters.
• Monitors escalation backlog to ensure team is able to meet SLS standards. Mitigates increase in backlog by redistributing escalations and even working escalations to ensure the team is meeting SLS.

Requirements

• Experience leveraging AI to improve Support processes
• Strong logical and analytical abilities to foster strategies built on historical and real time data.
• Strong presentation skills and the ability to discuss abstract technical subjects and relate them to business processes
• Strong written and verbal communication skills
• Should be ready to work in UK / US shift.
• 5 to 7 years of Management experience.
• 12 to 14 years of experience in International Technical Product Support teams of at least 25+ developer analysts or support staff.
• Bachelor's degree in Engineering, Science, Business, Management, or related field.
• Strong knowledge in MYSQL, HTML, API Calling, MS Excel, Power BI.
• Analytical Skills: Ability to review operational data/metrics and be able to make meaningful insights.
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Strong leadership skills with the ability to anticipate, accept, adjust, communicate, coach, and execute changes.
• Excellent interpersonal skills, written and verbal Knowledge of RealPage process, technologies and products.
• The ability to work with management teams to ensure clear goals regarding service level agreements.
• Highly motivated, creative, self-sufficient, and able to operate effectively without close supervision.
• Technical Support expertise and notable accomplishments in a customer/client service/customer support environment.
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Ability to work and operate in a fast-paced environment, ability to multitask and effectively set priorities
• Ability to react quickly and take advantage of changing business conditions in real-time.
• Demonstrate sound judgment and fairness when administering policies and procedures.

Benefits

• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Training + Development

Interview process

Visa Sponsorship

Security clearance