Company Overview
A US Technology Services Company catering to clients across Telecommunication , Financial & Life Sciences domain .
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Job Description
Position Summary
Full time role
Experience: 12 - 14 Years
Candidate should come from a hard core development background. Should have core expertise in Embedded and Datacom. Should have worked on multiple products and handled R & D level L3/ L4 client / customer escalations.
These are issues reported from the field that have not been resolved by the L1/ L2 support team. Candidate should be a fast learner and should be able to handle the CXOs level executives during escalation calls. Should be able to drive RCAs to closure and should have excellent communication and stress handling Skills.
High Visibility, High Risk, High Reward Role.
This role demands a Datacom and cloud products Escalation manager, who can understand the overall product range and manage the L3/L4 support model for the set of products. The role demands management of support teams working 24 hours in rotation basis.
Requirements
Spotlight on Primary Skills
• Experience in L3, L4 support management for Embedded, datacom and Cloud based products
• Lead and mentor support team members
• Client interfacing for understanding the support tickets and tracking them to closure.
• Track and achieve the KPI’s set for customer support model
• Working experience in managing support tickets and implementation of support dashboards using JIRA
• Understanding of Industrial Gateway / embedded products and cloud based IOT platforms
Secondary Skills
• Experience in on-site execution/integration support is an additional advantage.
• Experience in industrial protocols like serial, Modbus, Profinet is an advantage.
• Relevant certifications will certainly gain preference.
Good to Have:
• Problem solving mind and attitude
• Ability to interface well with externally facing departments and directly with customers
• Effective communication skills – written, spoken, listening and presentation
• Great Team player
• Genuine interest in learning and knowledge sharing