We are looking for talented individuals who are passionate about making a big impact on customer success. The Global Support team will be responsible for delivering high quality support to E2open's Supply Chain applications to meet our global customers' Service Level Agreements and operational requirements. The successful candidate will be adaptable, detail- oriented, organized, have excellent leadership, analytical and problem solving skills, and be able to manage a team of engineers and independently work with various internal teams to troubleshoot and resolve complex problems.
Responsible for managing the Global Support team and ensure 24/ 7 support coverage.
Leading a team of around 10 engineers by keeping track of team s Key Result Areas (KRA) like Project Capacity, Quality, Productivity, Response Time, and Resolution Time etc.
Ensuring that all support tickets are recorded, processed and escalated as necessary (and in accordance with the target SLA s) whilst maintaining high quality levels of client engagement at all times.
Audit projects, create case studies and documents for the knowledge base.
Develop and implement training modules.
Identify corrective and preventive actions (CAPA) and share feedback with team members.
Publish weekly & monthly reports pertaining to team s KRAs and individual metrics.
Plan system maintenance and patch deployment, following standards and best practices.
Talent Management including recruiting, team building, mentoring and performance management Requirements:
The candidate should have at least 6- 8 years of experience.
Qualified candidates should have a Bachelor s degree in Engineering.
Flexible to work in US business hours.
At least 3 years of management experience in a technical support environment, with advanced customer interaction skills.
Good technical and analytical aptitude skills.
Hands on experience on Database Design and Programming using SQL Server.
Strong knowledge of Microsoft Office Applications. Understanding of development methodologies, version control and configuration management.
Must have ability to work with business customers, vendors, managers, and technical staff at all levels.
Must be flexible and respond quickly to all internal and external support/ maintenance requests.
Highly motivated and result- oriented engineers are strongly encouraged to apply.
Work with previous supply chain software desirable.
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