Director - Global Client Support | MNC in Gurgaon

Gurgaon Permanent
  • Work in a truly global role for Client Support
  • Work in a growing MNC in the logistics domain

About Our Client

The client is a global technology company which specializes in bringing warehouses, distribution centers, and fulfillment
centers into the future. Their AI-driven hardware and software is a combined solutions that continuously prioritize decisions and workflows to efficiently orchestrate tasks, time and teams of people and robots for optimum performance across a distribution center.

Job Description

  • Take ownership to drive customer happiness through support metrics and SLA's
  • Manage a 24/7 team across multiple geographies, and provide an environment of continuous improvement
    and mentorship
  • Manage global support budget and drive efficiencies by utilizing internal and 3rd party support tools
  • Lead the IT Operations team to design, deploy and manage client infra and applications
  • Work with internal stakeholders and customers to templatize service offerings and agreements across
    geographies and product line
  • Managing proactive monitoring, and incident and escalation management
  • Drive change management for production systems
  • Maintain customer relationships at exec level via proactive engagement and addressing their questions and concerns with speed and professionalism
  • Review RCA's for incidents and drive a continuous improvement roadmap
  • Maintain an effective feedback loop with Product and R&D teams to improve service delivery to customers

The Successful Applicant

  • Engineering graduate with a minimum of 15+ years of experience in software support, including 10+ years
    in managerial capacity
  • Experience of managing onshore and offshore support teams for enterprise client support
  • Experience in managing global clients and support partners through software support, responsiveness, and meeting SLA commitments
  • Experience driving cultural and process changes to deliver a truly world class support
  • Availability to travel for work

What's on Offer

  • Market competitive compensation
  • Opportunity to work in a global and growing environment
Quote job ref
4221461

Job summary

Sub Sector
Location
Job Type
Job Reference
4221461