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1087 + Open Positions Globally

Support Manager/Senior Lead IRC171194

Job: IRC171194
Location: India - Gurgaon, Hyderabad
Designation: Lead
Experience: 5-10 years
Function: Content Engineering
Skills: Client interfacing: Advanced ▪ Develop business case, People Development, Production/Technical/Customer, Team augmentation

Description:

Join GlobalLogic, to be a valid part of the team working on a huge software project for the world-class company providing M2M / IoT 4G/5G modules e.g. to the automotive, healthcare and logistics industries. Through our engagement, we contribute to our customer in developing the end-user modules’ firmware, implementing new features, maintaining compatibility with the newest telecommunication and industry standards, as well as performing analysis and estimations of the customer requirements.

Requirements:

  • 8+ years of experience in Support teams with at least 4+ year experience managing a team
  • Excellent People Management Skills
  • Prior experience leading a client facing support team for international markets / SAAS products
  • Strong understanding of Customer Support metrics and SLAs
  • Excellent verbal and written communication skills
  • Excellent planning and organizational skills
  • Strong presentation skills and ability to motivate teams
  • Knowledge of MS Excel and PowerPoint
  • Knowledge of HR / Recruitment Software domain is a plus

Preferences:

People Development, Team Augmentation, Develop Business Case.


Job Responsibilities:

  • Develop and grow a team of Support Engineers to deliver world class customer service
  • Manage team productivity and performance through instilling a metrics driven culture
  • Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
  • Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
  • Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team
  • Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance
  • Conduct quarterly reviews with customer leadership
  • Demonstrate strategic thinking to plan and execute medium/long term initiatives
  • Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group
  • Foster and facilitate the professional growth, engagement, and development of team members
  • Manage workflows and schedules for direct reports and ensure adequate workload coverage
  • Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
  • Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management
  • Drive continuous improvement in processes through innovation and automation and cutting edge technology.
  • Staffing/People mgmt

What We Offer

Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.

Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.

Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.

Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world. By integrating experience design, complex engineering, and data expertise—we help our clients imagine what’s possible, and accelerate their transition into tomorrow’s digital businesses. Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries. GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.

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