Application Support Manager/Team Lead

Job Responsibilities

Support Operations & Performance

• Monitor and ensure departmental productivity and service level objectives are achieved.
• Oversee day-to-day operations within the support team, ensuring efficient case handling and timely resolution of all technical issues.
• Conduct regular OTRS (Open-Ticket Request System) reviews to assess ticket handling quality, response times, and escalation effectiveness.

IoT System & Product Monitoring

• Proactively monitor the health, connectivity, and performance of all IoT sensors and systems.
• Identify exceptional cases, anomalies, or potential failures and initiate appropriate repair or maintenance processes.
• Recommend enhancements to improve IoT system reliability, scalability, and performance.

Customer Support & Escalation Management

• Manage and oversee the escalation process for customer support iss...