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Senior Product Support Manager

Lagos, Lagos

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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