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.