Job Description : Manage the Support Technical teams who support our enterprise ecosystem of software, such as Salesforce, Content Management systems (Magento and Drupal) and Integrations with other systems. Develop a Support team of Developers and Quality Analysts with the appropriate experience, knowledge, and skill sets to interact with various client stakeholders. Lead & mentor and further evolve/mature the Support team. Ensure that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers. Manage customer escalations and communication of issue on a regular frequency through the life of the triage. Ensure all post- root cause analysis is documented, reviewed and shared. Monitor ticket management to ensure the highest level of quality, delivery, and timeliness. Understand product solutions and business drivers to support prioritization and management of work in accordance with business needs. Identify and solves evolving gaps and emerging needs in skills, processes, tools, and capacity to support a scalable, cost-effective team. Identify opportunities for improvement to ensure a positive customer experience. Demonstrate dynamic leadership and effective communication that promotes an engaged employee culture and provides recognition and opportunities for professional development. Create and maintain relationships with cross functional teams to discuss and support issues and projects spanning multiple areas. Track metrics against defined SLA''s adjusting performance as required. Present coaching opportunities for maximizing performance based on support performance, team metrics, challenges, and opportunities. Excellent communication skills able to convey issues of all types to a variety of audiences with excellent written and verbal communication skills. Strong process management, analytical and technical skills Excellent judgment and business knowledge with a keen ability to assess people, processes, and products. Experience working with enterprise incident management systems (i.e., Service Now, ADO, JIRA) Experience working with offshore teams who supplement the onshore workforce. Ability to resolve issues and exhibit strong initiative in a demanding environment. Experience delivering complex systems integrated systems Eagerness and willingness to learn new technologies.
