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Program Manager – Support Operations

Support | Bangalore, India | INDIA

This role is an individual contributor role, providing insights to the support management on the Key Metrics of Support Work at all levels [L1/L2/L3]. It requires excellent liaising skills working with development team, product management team and the support management to meet the SLA’s. You should have minimum of 5 years’ experience in customer support or technical support or SaaS support or Product support with 3 years of exposure to Program Management in any IT or Software business.

Basic Qualification:

  1. Bachelors in Computer Engineering or MBA
  2. 3+ years of Program Management experience
  3. Minimum 5 years of experience in Customer Support / Technical Support /SaaS support / Product support.
  4. Excellent knowledge of Support Process and terminologies.
  5. Excellent knowledge of Support metrics & KPI.
  6. Strong problem solving and troubleshooting skills.
  7. Good verbal and written communication.
  8. Experience and good understanding of Database / SQL / ETL concepts / Application server.
  9. Ability to think strategically and tactically.
  10. Advanced knowledge of MS Office / MS Power point & MS Excel.
  11. Excellent team player and ability to work under tight timelines.

Preferred Qualifications:

  1. Program management certifications or Project management certifications.
  2. Ability to display complex quantitative data in a simple, intuitive format and to present findings in a clear and concise manner.
  3. Curiosity to dig several layers deep into metrics, have an innate desire to understand key drivers and whether they are the correct or best metrics to measure/manage a business or process.

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