Description

• Proven experience in technical support leadership, including team management.
• Strong problem-solving and analytical skills for diagnosing and resolving complex issues.
• Excellent communication and interpersonal abilities for managing escalations and stakeholder relationships.
• Customer-focused mindset with commitment to service excellence.
• Proficiency with support tools and ticketing systems (ServiceNow, Jira Service Desk, Zendesk).
• Experience with incident, problem, and change management processes.
• Ability to identify and implement process improvements.
• Experience mentoring, training, and developing support staff.
• Skilled in incident and escalation management.
• Expertise in defining, tracking, and reporting on support KPIs.
• Familiarity with ITIL or similar frameworks, Adaptability and stress management in high-pressure environments

Nice to have skills :
• Experience supporting cloud-based or SaaS applications.
• Exposure to automation and self-service support tools .
• Experience in a multi-vendor or global support environment

Key Skills

Education

Any Gradute