Senior Support Lead - ITSM, Telecom

Experience: Not Available to Not Available years

Location: Hyderabad, India

Skills: ITSM, Jira, Five Whys, Servicenow, Product Support Methodologies, Problem-Solving Skills, Collaboration Skills, Automation Tools, Continuous Improvement Processes, ITIL Foundation Certification, Certified Support Manager

Job Summary
The Senior Product Support Lead plays a crucial role in enhancing customer satisfaction by executing continuous improvement activities and providing expert technical assistance. This position involves leading root cause analyses for critical issues and collaborating with cross-functional teams to ensure that product quality aligns with customer needs. The Senior Support Lead is essential to maintaining service excellence and driving efficiency within the support processes.

Key Responsibilities
Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Employing Advanced Troubleshooting Techniques And Ensuring Timely Resolution Using Tools Like Itsm And Jira.
Conduct Root Cause Analysis For Critical Issues, Employing Methodologies Such As The Five Whys And Fishbone Diagram,



And Implement Preventive Measures To Mitigate Future Defects.
Collaborate Closely With Product Management, Development, And Qa Teams By Providing Actionable Feedback On Product Enhancements And Influencing Product Design Strategies To Align With Customer Requirements.
Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues By Utilizing Diagnostic Tools And Knowledge Management Systems.
Drive Continuous Improvement Initiatives For Support Processes And Workflows, Identifying Prospects For Innovation And Automation With Tools Like Servicenow And Implementing Efficiency Enhancements.

Skill Requirements
In-Depth Knowledge Of Product Support Methodologies (L1-L2-L3)
Proficiency In Itsm Frameworks And Tools
Solid Problem-Solving Skills With Experience In Root Cause Analysis Techniques
Excellent Collaboration And Communication Skills To Work Effectively Across Teams
Familiarity With Automation Tools And Continuous Improvement Processes

Other Requirements
Itil Foundation Certification (Optional But Valuable)
Certified Support Manager (Optional But Valuable)

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