The Head of Support will lead the Support Process Excellence function, ensuring enterprise-grade customer support, application performance improvements, and seamless version upgrades. This leadership role demands robust technical expertise, customer-centricity, and the ability to drive operational excellence.
Key Responsibilities
Lead Support Process Excellence teams to achieve defined business commitments.
Define, own, and continuously upgrade support processes aligned with business and contractual needs.
Institutionalize enterprise-grade customer support practices, including customer management, empathy, technical resolution, collaboration with cross-functional teams, and root cause analysis.
Drive support actions based on NPS and customer feedback to enhance support experience.
Guide and coach team members to deliver exceptional customer support.
Identify training needs (technical and soft skills) and implement training programs.
Collaborate with software development, internal users, and clients to improve application performance.
Integrate AI/ML solutions to augment support processes.
Work onsite daily with the support team in Bangalore.
Technical Skills Required
Proven experience in software application support.
Hands-on expertise with Windows Server, SQL Server, Tomcat, and JBOSS servers.
Robust knowledge of application log analysis and providing L2/L3 customer support.
Understanding of common root causes of application errors and ability to provide solutions.
Experience with Load Balancers and Web Application Firewalls.
Ability to interpret programming logic through application logs.
Proficiency in MySQL and SQL queries.
Positive to Have (Optional):
Knowledge of Vulnerability Assessment and Penetration Testing.
Familiarity with frameworks such as ISO 27001, SOC 2 Type 2.
General Skills Required
Ability to operate as an Independent Contributor initially.
Professional rigor to achieve business goals without constant follow-ups.
Capability to train teams on procedural and technical topics.
Strong communication and collaboration skills.
Flexibility to work occasional evenings and weekends.
Experience & Qualifications
15+ years of experience in IT, Application Development, or Application Support environments.
BE / BTech / MCA / MSc in Computer Science or IT.
Certification or degree in Data Science / AI is an added advantage.
📌 Head Support Process Excellence Director / Sr Director Karnataka
🏢 Synergy Hive Co In
📍 Karnataka
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