Manager - Software Support

Key Responsibilities:

Team Management & Leadership:

• Supervise, mentor, and evaluate Level 1 support staff, fostering a positive and collaborative environment.
• Manage shift rotations to ensure continuous 24/7 coverage.
• Oversee performance management for both permanent and contractual team members.

NOC Operations:

• Monitor daily operations of the NOC, including alerts and maintenance of production servers and applications.
• Implement and enforce standard operating procedures (SOPs).
• Ensure timely communication and escalation of incidents to stakeholders.

Customer Support & Escalations:

• Ensure customer inquiries and technical issues are triaged and resolved promptly.
• Lead customer escalation calls and manage GreyOrange's peak support and hypercare (war-room) processes.
• Track customer feedback and satisfaction metrics, implementing improvements as needed.

Performance Monitoring & Reporting:

• Track and analyze KPIs related to NOC and Level 1 operations.
• Generate dashboards and reports for senior management.
• Identify trends, inefficiencies, and recommend solutions for improvement.

Collaboration & Continuous Improvement:

• Work closely with Level 2/3 support, CloudOps, and Operations to ensure seamless incident resolution.
• Participate in cross-functional projects to reduce repetitive alerts/incidents.
• Lead initiatives to implement new tools, technologies, and methodologies for enhanced support functions.