Required Key Skills:-
CCNA, ITIL, Red Hat Linux certified.
Good exposure and understanding about Databases, Operating Systems.
Working experience in Applications Support & Product Support
MIS reporting & Data Analysis. Strong analytical skills.
Logical & systematic approach to problem resolution across a broad spectrum of technologies.
Good understanding of complete Software Development Life Cycle.
The Customer Support Manager would be responsible for complete management of service support to
the DigiValet customers; lead the services delivery team, escalation handling, problem
management; day-to-day communication with customer & internal teams. Should be experienced in
handling large customers and large teams; should be ready to work at the client site, as and when
required; work with various internal departments and become familiar with the overall businesses
strategy to effectively execute each risk & control program.
Roles & Responsibilities:
Lead the Customer Support function at DigiValet.
Single point of ownership and accountability for all Customer Support activities.
Handle Customers (spread across various countries), leading customer support team.
Supervise transition of customer installation from Projects to Services team.
Using digivalet support portal (& other complaint reporting channels), monitor service
requests & tasks for timely completion and facilitate complaint closure. Handle Incident
Management (ticketing, trending and reporting) and ensure major incidents are managed
professionally; manage crisis situations; compile and centralize Root Cause Analysis reports
after any crisis. Follow-up on escalated tickets with Software & Hardware R&D teams, third
party vendors & other teams with objective of fast & effective closure. Share status update &
communicate effectively with customer on major service outages/escalations.
Prepare service metrics for all clients to monitor service performance levels, identify lead/lag
areas, recommend & implement service / product / process corrections / improvements.
Proactively identify DigiValet related issues in the customer set-up and take necessary actions
to avoid foreseeable failures. Keep track of application versions at various customer sites &
manage new version roll-out.
Constantly be available to clients, service engineers & core development team seeking
assistance in expediting critical issues. Act as “Customer Support Champion” providing 24 x 7
coverage of critical issues. Should have willingness to work after office hours and on
weekends when required.
Conduct customer training; training & development of service team members. Prepare
training documentation for customers & service / project engineers