Samsung R&D Institute India Looking for Head of Technical Support at Bangalore Urban, Karnataka, India Full Time

Job Description:

Responsibilities includes Domain Focus areas like KPI Management for Vendor, L2 and Incident Management, Task distribution amongst L1/L2, L2/SE capability management, PoC for AdOps and Business escalations and Engineering liaison for Support.

Roles and responsibilities

• Manage the scale of L1 Support team
• Own vendor(s) + Support tech stack and look for ways to constantly improving capabilities
• Scale team coverage for all Samsung Ads products and revenue streams
• Build processes / change workflows for KPI driven vendor management and improvement
• Manage relationships with key business stakeholders and identify problem areas before they become escalations
• Work with Product and Engineering leaders to address trends and patterns which lead to improved client experience using Samsung Ads products
• Increase direct to client response rate for self-serve clients and free up CSM team capacity to focus on customer retention and growth
• Assess and evolve Support knowledge and facilitate trainings / assessment to improve quality of responses and time taken to respond / close issues
• Participate in Incident Management and work actively to reduce impact of incidents to end clients
• Build / manage a world class Support Portal which is always updated based on latest product releases and best practices for using Samsung Ads products
• Analyze and solve problems at their root, stepping back to understand the broader context
• Establish, meet and monitor SLAs for support issues in conjunction with the rest of the teams
• Triage many possible courses of action in a high-ambiguity environment, making use of both quantitative analysis and business judgment

Qualifications:

• Minimum of 14 years of experience with 8+ years of experience managing Technical Support team for Global organizations in a follow the sun model. 5+ years of production support, software support, Application support, technical consulting experience
• Bachelor’s degree in computer science, Information Technology (IT), or related field.
• At Least 5 years of experience in advertising technology industry in client facing role or technical support or technical escalation or solutions engineering.
• Demonstrated experience with managing offshore vendor relationships with 30+ team members in tiered structure.
• Data driven approach to improving / scaling teams and organization.
• Previous hands-on experience solving complex process and engineering issues.
• Hands on experience managing Incidents + overseeing Incident Management Framework
• Experience managing careers of team members demonstrating growth with the maturity of the team.
• Excellent communication skills with the ability to draft customer facing communications for outages / incidents. Excellent troubleshooting, attention to detail, and communication skills in a fast-paced setting.
• Comfortable working with and presenting to business and engineering leaders in organizations.
• Experience with Jira Service Desk, ZenDesk, or other support platforms.
• Experience with the Big Data/Analytics space is a big plus.