Senior Manager, Global Support
Job Summary
Job Description
2 skills required
Job Details
In this role you will be:
- Managing and developing team members, managing projects, planning, and monitoring workload and resources
- Regular Communication with Engineering, Operations, and cross-functional management on high-profile technical issues while providing feedback and leadership to our product support team
- Handle customer calls, external and internal escalations
- Prepare and share weekly and monthly reports
- Coordinate and support CSM and ISM and on need basis
- Authoring knowledge base articles and driving the internal knowledge sharing
- S/He should automate the content and frequency of communications during major incidents to keep key stakeholders informed (Internal).
- Make sure to have key technical resources in the Sev1 call to resolve the issue or provide a workaround else escalate to the department head for the resources, if needed.
- Continually maintaining and performing an audit regarding knowledge management, on-call roster and RCA for the Sev1 to manage major incidents effectively
- Providing periodic major incident metrics reports for the review and audit incidents for the SLA and others KPIs
- Supporting data collection for process and knowledge improvements
- Should have a technical background, such as experience as a developer in any programming language, and the ability to manage L1/L2 teams
- Team management, training, and periodical performance reviews
- AP domain knowledge (good to have)
- Hands-on experience, 8 - 11 years in a support role
- Should be ready to work in a 24*5 (night) shift environment
In addition you will have the following Technical Skills:
- Troubleshooting: Strong problem-solving and technical troubleshooting skills to assist the support team in resolving customer issues
- Good to understand Kibana
Similar Jobs
Pixel Toys
Inkittt
Rush Street Interactive
Get notifed when new similar jobs are uploaded
Similar Skill Jobs
PwC
Egnyte
Sagecor Solutions
Get notifed when new similar jobs are uploaded
Jobs in San Jose, California, United States
ByteDance
Inkittt
Riot Games
Sports radar
Anavation
ByteDance
Get notifed when new similar jobs are uploaded
Operations Jobs
Crunchyroll
Meta
Get notifed when new similar jobs are uploaded
About The Company
AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence software accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card workflows to read, understand, and make real-time decisions based on your unique spend profile, leading to faster processing times and fewer instances of fraud or duplicate spend. Global enterprises, including one-third of the Fortune 500, use AppZen’s invoice, expense and card transaction solutions to replace manual finance processes and accelerate the speed and agility of their businesses. To learn more, visit us at www.appzen.com.
Follow us on Twitter: https://twitter.com/appzen
Follow us on Facebook: https://www.facebook.com/Appzeninc
Follow us on Youtube: https://www.youtube.com/c/AppZen
Request an exclusive demo: https://www.appzen.com/demo
Get notified when new jobs are added by AppZen
