Manager Customer Support

● Responsible for managing the support for our global customers
● Build support playbooks which can be consumed across the global support organization for triaging, recovering, root cause analysis and overall problem management
● Own automation for global support. Responsible for building and managing
services availability, performance, and scalability in customer environments to achieve customer defined SLAs
● Define, measure and meet KPIs to meet customer defined SLAs: ensure uptime and performance, create predictive alerting, monitoring dashboards and resolution playbooks for handling anticipated issues.
● Collaborate with product and engineering stakeholders to ensure high-quality products are developed and operated in production.
● Work closely with customers, understand their overall business, needs and prioritize support activities in accordance with customer business needs
● Should have good understanding of IAM concepts and be able to articulate the business requirements and impacts to product team
● Should have solid experience in managing the customer relationship and sentiment
● Will be responsible for overall region’s all KPI’s and driving success for the regional support team
● Work closely with the architecture and security teams to define and implement enterprise grade operations and support practices

● BA/BS degree in Computer Science/engineering or related field
● 10+ years of hands-on technical experience along with strong management and communication skills
● Deep understanding and experience working with modern Cloud Service
Providers i.e. Microsoft Azure, AWS OR Google Cloud.
● Experience operating and supporting a large scale SaaS platform, and applications footprint
● Experience running a world class Operations organization and managed on-call 24x7 rotation teams, to serve global customers
● Experience building, scaling & monitoring infrastructure needed for SaaS based application and services.
● Experience in creating a strong and passionate operations & support culture that is customer focused and quality driven.
● Proficiency with log monitoring & analytics tools – Datadog, Dynatrace, Pagerduty, ELK stacks etc.
● Prior experience working in a globally distributed organization