Job descriptionCompany and benefits Job IDSRMGR016078 Employment TypeRegular Work Styleon-site LocationPune City India RoleSr Mgr Technical Support Engineering Why UKG At UKG the work you do matters The code you ship the decisions you make and the care you show a customer all add up to real impact Today tens of millions of workers start and end their days with our workforce operating platform Helping people get paid grow in their careers and shape the future of their industries That s what we do We never stop learning We never stop challenging the norm We push for better and we celebrate the wins along the way Here you ll get flexibility that s real benefits you can count on and a team that succeeds together Because at UKG your work matters and so do you Join a talented energetic and innovative group leading a group of technical support team managers and teams chartered to provide technical support services to the UKG customer base Lead talented teams in providing a world-class customer experience in a fast-paced high-volume environment Manage dynamics of the daily operation by driving enhancements within the support center aligning resources projects and training to ensure customer satisfaction whilst improving effectiveness and efficiency This role will also be responsible for creating an environment which promotes and fosters the development and growth of managers and team members to a sustained high level of performance This role is pivotal to achieving our goal of delivering great customer experiences which enables customers to maximize value from their UKG solutions Duties and Responsibilities Lead and guide a team of highly engaged associates tasked with providing technical support to our UKG customers Ability to take on additional leadership responsibilities including leading other team managers in the future Develop strategies operating plans and manage the execution within the support teams to provide consistently high-quality service which drives customer success Provide guidance to your direct reports and teams on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction Proficiently gather and analyze team metrics to understand the business manage to key performance indicators make necessary in-the-moment decisions and predict future needs Identify and implement process improvements which increase team efficiency effectiveness and the customer experience Ensure that the your teams document track and manage all support requests communications and actions in the Salesforce CRM system Interact with Engineering and other technical teams resources to facilitate complex issue resolution Ensure adherence to established support processes e g case management problem resolution escalation and best practices to ensure expedited resolution of issues and positive customer experiences Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results Work with leaders and managers to understand daily challenges minimize barriers and identify obtain tools required for successful job performance Meet or exceed the established service level objectives for the support teams Act as a sr escalation resource for customer and internal feedback pertaining to the team Participate in late weekend shifts on a rotational basis Participation in on-call rotations is required to provide occasional after-hours support Working hours will align with EMEA business hours 8am-8pm UTC and adjust by 1 hour to account for daylight savings time Basic Qualifications 5 years leading technical resources in a technical support environment and driving strong results Solid knowledge of technical product support and the underlying technologies Excellent customer service skills and demonstrated track record in communicating with customers instilling confidence and building strong customer internal partner relationships Robust leadership teamwork influencing mentoring and coaching skills Experience with reporting using data to make decisions Ability to multi-task and prioritize projects time manage and practice detail-oriented organizational skills Experience documenting and implementing processes and procedures Knowledge of support tools for issue tracking and knowledge management Preferred Qualifications HR Payroll Time and Labor and or HCM domain experience Experience leading multiple technical teams and managers Experience managing successful remote support teams BA BS degree in Management Information Technology Computer Science or a related technical discipline such as Engineering Company Overview UKG is the Workforce Operating Platform that puts workforce understanding to work With the world s largest collection of workforce insights and people-first AI our ability to reveal unseen ways to build trust amplify productivity and empower talent is unmatched It s this expertise that equips our customers with the intelligence to solve any challenge in any industry because great organizations know their workforce is their competitive edge Learn more at ukg com UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace including the recruitment process Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process please email UKGCareers ukg com NOTICE ON HIRING SCAMS UKG will never ask you for a copy of your driver s license social security card or passport during a job inter ABOUT OUR JOB DESCRIPTIONS All job descriptions are written to accurately reflect the open job and include general work responsibilities They do not present a comprehensive detailed inventory of all duties responsibilities and qualifications required for the job Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change

📌 Sr Mgr Technical Support Engineering (Maharashtra)
🏢 Ukg
📍 Maharashtra