Overview
Associate Manager role leading and managing a team of highly technical engineers to drive customer outcomes and exceptional customer experience.
What you'll do
- Lead and manage a team of 8-12 highly technical engineers across Tier 1, Tier 2, and SME resources.
- Drive operational excellence by setting technical standards and managing key performance metrics.
- Own incident outcomes by managing issues, stakeholders, and mobilizing resources for critical customer escalations.
- Monitor and improve team performance, providing feedback and implementing strategies to reach goals.
- Oversee KPIs including CSAT, VSAT, Initial Response SLA, Time-to-Resolution (TTR), and call closure targets.
- Review aged incident backlog weekly and drive strategies to reduce aged calls.
- Oversee escalation processes and ensure high standards for submissions through to engineering.
What you'll need
- 10-15 years overall experience.
- 2+ years of manager experience.
- Experience tracking and managing KPIs such as CSAT, resolution times, and SLAs.
- Ability to thrive under pressure and adapt to changing priorities.
- Foundational proficiency in Windows/Linux operating system or Cloud technologies.
- Willingness to work in a 24/7 model as per business requirements.
- Basic understanding of VMware and virtualization-related technologies (preferred).
Details
- Location: Bangalore, India.
Read the full description and apply on the company’s own careers page.
