Associate Manager – Infrastructure Management

The successful candidate will possess a proven track record with 3-5 years of managerial experience along with overall 8+ years' experience in enterprise technical support, demonstrate a robust operational acumen, and exhibit a fervent commitment to driving transformative initiatives and nurturing talent development. This pivotal role requires a dynamic individual who can adeptly coach for heightened performance, adeptly handle complex issue escalations, and thrive within a rapid and demanding environment, all while upholding superior standards of customer engagement and exhibiting exceptional interpersonal skills.

Job Requirements

Operational Excellence: Supervise the day-to-day activities of the technical support team, ensuring customer issues are resolved with efficiency and effectiveness. Change Leadership: Champion and enact continuous improvement measures, refining support processes to amplify customer satisfaction. People Development: Guide, mentor, and elevate team members to realize their utmost potential, cultivating a culture of collaboration and superior performance. Performance Coaching: Deliver consistent feedback and coaching to enhance team performance and accomplish organizational objectives. Customer Communication: Embrace a customer-first mindset, guaranteeing prompt, high-caliber support for all customer inquiries and technical challenges, with an emphasis on lucid and impactful communication. Escalation Management: Tackle intricate and high-stakes customer escalations, assuring swift and agreeable outcomes. Cross-functional Collaboration: Engage closely with engineering, sales, and product management teams to address customer requirements and funnel product improvement suggestions. Performance Monitoring: Measure and scrutinize team performance metrics to identify improvement opportunities and take corrective measures when necessary.