Tech Support Manager Job Vacancy in FENG GROUP Mumbai, Maharashtra – Updated today

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Full Details :
Company Name : FENG GROUP
Location : Mumbai, Maharashtra
Position :

Job Description : Our product is a Big Data Analytics software that processes TBs of data in realtime to detect potential cyber threats. We have large enterprise customers in India and outside who use our solution for monitoring cyber threats. We compete with large MNC companies like Splunk, IBM, Securonix etc in the SIEM, UEBA and SOAR products space. We are also launching a SAAS variant of the software which will allow us to host mission critical security applications for large enterprises. We have seen tremendous growth in customers and partners adopting our product and are currently gearing up forexpansion. We are looking for enthusiastic individuals to join this journey in setting up the core of an Enterprise Software product company.

Tasks

Looking for a Manager TechSupport to take responsibility for managing the post-delivery support function. The role requires good project management skills to plan response models ona variety of customer commitments, SLAs, and product versions. In parallel, this role requires the ability to interface with people at different levels in client organizations and set and satisfy their expectations TechSupport Manager is hands-on and responsible for the entire support team, with their escalation layers and will work with them to develop systems and processes that will make it possible to improve on the practices and skill profiles constantly. The candidate should be able to see the patterns in support needs, tweak the support function based on feedback and document a repository of experiences to serve as active reference to build expert systems. This role will interact internally within the team as well as with other functions and take responsibility for effectively improving on results continuously and in a self-sufficient manner.

Requirements

1. Experience in Tech Support for at least 3-8 yrs.

2. Expertise in Technologies like Linux, Docker, Big Data technologies like Elasticsearch,

HDFS, Networking and allied technologies.

3. Experience in using Cloud Platforms like AWZ, Azure etc with experience in cloud native

capabilities.

4. Knowledge of working with ticketing tools, project management and ITIL framework.

5. Ability in handling technical support tickets, providing issue resolution, RCA, managing

customer escalations etc.

6. Ability in managing customer interactions, setting and meeting customer expectations.

7. Exposure in working with people across various geographies.

8. Ability in handling support teams, providing guidance and monitoring team performance.

9. Exposure and interest in cybersecurity will be an added advantage.

10. Initiative and keenness to work in a dynamic environment with minimal supervision.

This post is listed Under  Technology
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