Associate Support Manager(Linux)

Experience Range: 2-4 years

Responsibilities:
 Lead daily stand up calls and team meetings, ensuring effective communication and alignment of team goals and priorities within a 10-20 minute time-frame.
 Develop, document, and continuously refine Standard Operating Procedures (SOPs) to streamline support processes and ensure consistency in service delivery.
 Must have Minimum 1 Year of exp with Linux/AWS terminologies and hand-on exp.
 Must have experience with Zoho Desk or Support Desk Tool.
 Collaborate with clients to define and articulate project scopes, deliverables, and expectations through comprehensive Statements of Work (SOWs), focusing on clear communication and mutual understanding.
 Prioritize support tickets based on agreed-upon criteria, ensuring timely resolution in adherence to Service Level Agreements (SLAs) and issue severity.
 Analyze customer issue reports to identify recurring issues, patterns, and opportunities for service improvement, providing actionable. recommendations to enhance customer satisfaction.
 Conduct regular audits of support tickets, tracking metrics such as handling time, resolution rates, and frequency of issues, and assign appropriate corrective actions as necessary.
 Equitably distribute support tickets among team members based on workload, skill level, and expertise, optimizing resource allocation and promoting a balanced workload.
 Develop and implement customer service strategies aligned with organizational goals, leveraging data-driven insights and feedback to drive continuous improvement.
 Generate performance reports to assess team productivity and effectiveness, highlighting achievements and areas for development, and present findings to relevant stakeholders.
 Ensure adherence to customer service guidelines and company policies among team members, providing guidance, coaching, and disciplinary action as necessary.
 Facilitate ongoing training and development programs for technical support engineers, focusing on both technical proficiency and customer service skills enhancement.
 Collaborate with senior management in the creation of instructional materials, manuals, and knowledge base articles to support effective service delivery and knowledge sharing.

Qualifications:
 Bachelors degree in Computer Science, Information Technology, or related field.
 Proven experience (2-4 years) in technical support or a related field, with demonstrated leadership and team management capabilities.
 Strong understanding of support ticketing systems, processes, and methodologies, with experience in issue prioritization and resolution.
 Excellent communication and interpersonal skills, with the ability to effectively engage with clients, team members, and senior management.
 Analytical mindset with proficiency in data analysis and reporting, capable of deriving actionable insights from complex datasets.
 Commitment to continuous learning and improvement, with a focus on staying abreast of industry trends and best practices.
 Certifications in customer service or technical support (e.g., ITIL, HDI) are advantageous.
 Experience in creating and maintaining Standard Operating Procedures (SOPs) and Statements of Work (SOWs) is preferred.
 Ability to thrive in a fast-paced, dynamic environment, with strong problem-solving skills and the capacity to adapt to changing priorities and challenges,