Associate Manager – Infrastructure Management

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee the daily operations of the technical support team, ensuring that customer issues are addressed efficiently and effectively.

• Advocate for and implement continuous improvement initiatives, enhancing support processes to boost customer satisfaction.

• Mentor and guide team members to reach their full potential, fostering a collaborative culture and high performance.

• Provide ongoing feedback and coaching to improve team performance and meet organizational goals.

• Adopt a customer-centric approach, ensuring timely, high-quality support for all customer inquiries and technical issues, emphasizing clear and impactful communication.

• Address complex and critical customer escalations, ensuring quick and satisfactory resolutions.

• Collaborate closely with engineering, sales, and product management teams to understand customer needs and channel product enhancement recommendations.

• Evaluate and analyze team performance metrics to identify areas for improvement and implement corrective actions when needed.

⛳️ Requirements

• 3-5 years of managerial experience.

• Over 8 years of experience in enterprise technical support.

• Strong background in technical support management within the Enterprise technology sector.

• In-depth understanding of technical support operations, including incident management, problem resolution, and excellence in customer service.

• Exceptional people management skills, with a proven track record of motivating and developing teams.

• Demonstrated expertise in performance coaching and providing constructive feedback.

• Excellent verbal and written communication skills, with a history of successful customer interactions and interpersonal abilities.

• Strong analytical and problem-solving skills, focused on delivering practical and effective solutions.

• Ability to thrive in fast-paced environments, managing multiple priorities and adapting to changing requirements.

• Bachelor's Degree in IT, Computer Science, or related fields.

🏝️ Benefits

• All your information will be kept confidential according to EEO guidelines.