The Role-
An Assistant Tech Support Manager is staying on top of day-to-day operations and maintaining cohesion in the workplace.
Main Responsibilities -
Schedule regular performance review meetings to discuss achievements, areas for improvement, and career development.
Provide constructive feedback and work collaboratively to create action plans for improvement.
Foster open communication with customers through surveys, feedback sessions, and regular check-ins.
Train employees in excellent customer service and encourage a customer-centric mindset.
Develop a standardized process for addressing and resolving concerns. Communicate transparently about the resolution process and timelines.
Implement a customer complaint resolution process that includes investigation, communication, and appropriate remedies.
Regularly review customer feedback to identify recurring issues and implement preventive measures.
Continuously evaluate and improve management processes based on feedback and performance metrics.
Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions.
Regularly reassess and adjust your strategies to ensure they align with evolving business goals and industry standards.
Skills in creating detailed reports and presenting findings to stakeholders clearly and concisely.
Collaborating With-
Work collaboratively with Linux Administrators Level 1, Level 2 and Supervisors to resolve more complex issues.
Profile and Skills-
Bachelor's degree, Information Technology, or a related field (or equivalent work experience).
Minimum of 8 years of technical support experience with managing a team of technical support personnel
RedHat Certified System Administrator (RHCSA) Certification.
Hands on experience on Docker and Ansible.
Good Knowledge of ticketing tools like Jira, ServiceNow and Zendesk.
Problem-Solving Abilities: Strong problem-solving skills to identify, diagnose, and resolve operational issues efficiently.
Knowledge of Monitoring tools such as Grafana
Excellent Communication skills & Interpersonal skills.
Decision-making and problem-solving abilities.
Should have good analytical skills
Additional Skills-
ITIL Certification
Excellent communication skills and ability to effectively communicate technical information to team members.
Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
Excellent leadership and people management skills.
