Key Responsibilities

• Lead all tech operations on Artificial Intelligence and Machine Learning.
• Work closely with the Product Management team to suggest improvement in ongoing projects
• Daily evaluation of metrics and communication/monitoring with team leads to discuss and impact team performance process improvement, problem resolution and workflow improvements
• Oversee Product Support Analysts, Supervisors, and Leads and their individual performance. Evaluate technical and skills development across the team members
• Develop and maintain knowledge of the product
• Set clear objectives, evaluate progress and install a high-performance culture with a focus on teamwork, operational excellence and ownership for resolving customer issues
• Establish and review test plans; lead UAT to ensure team capability requirements and deadlines are met
• Conduct feedback sessions with Enterprise Systems Engineering teams to continuously iterate and improve team processes and performance
• Establish and track team KPIs and metrics, created reports to present to leadership and key stakeholders
• Create and prioritize initiatives to improve the product support process
• Supper the Product Support team in their day-to-day activities
• Work closely with the customer service, operations, and engineering teams, acting as the liaison relaying feedback from customers
• Identify pain points for the team and suggested improvements to key stakeholders
• Develop and implement a comprehensive Product Support Strategy
• Use appropriate analytical tools to determine the preferred product support strategy
• Periodically assessing and adjusting resource allocations and performance requirements to meet operational needs during strategy implementation
• Other responsibilities and tasks required to support organizational goals and objectives.

Reporting Line
 

• This position reports to Head, Enterprise Systems Product. 

Requirements
Experience in Post-Implementation Support Role

• Bachelor's Degree in Computer Science, Computer Engineering, Information Systems or other related field.
• Minimum of 8 years of experience in Technical / Product support and 3+ years of experience managing a team of product support engineers and leads
• Strong technical background and ability to guide engineers liaise closely with product development and customer interaction. Ability to handle field (site) support and Central Support team is the key.
• ITIL certification is desired.
• Experienced and conversant in SLAs and ticket severities and reporting
• Diligent in generating and interpreting support metrics, and suggesting process improvements based on this data

Other Requirements

• Experience setting short and medium-term direction for the team including improvement projects which seek to increase team efficiency, effectiveness, and innovation
• Collaborative mindset
• Confident, professional and courteous communication with customers
• Living and exhibiting company values.

Start Up Environment

• Thrives in a fast paced, start-up environment with dynamic business priorities.

Unlocking Potential of Team Members

• Experience in managing multidisciplinary teams to meet strategic objectives is important.
• Extensive experience and passion for coaching/ mentoring a team.

Detailed Orientation and Managing Complexity

• Extensive experience leading a complex organization and passion for getting into details to identify root cause of issues and create innovative solutions.

  Benefits

• Competitive salary
• Health Insurance
• Pension
• Performance Bonus
• Annual paid vacation
• Group Life Insurance

 
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