Production support

<div> Oversee the day-to-day operations of the Technical Support Team.<br /> Act as an SPOC for all stakeholders (customer and internal) who will take accountability for delivery and customer satisfaction.<br /> Act as a mentor and provide oversight, coaching, and training to technical support staff<br /> First point of contact for all escalations.<br /> Track SLAs and report the same as part of WSRs.<br /> Should understand shift management roasters and be able to work in onsite-offshore model (multi-geo support team).<br /> On-board all new technical support team members and work in review and creation of SOPs for recurring issues.<br /> liaising with team members, management, and clients to ensure projects are completed to standard.<br /> Should have excellent written and verbal communication skills and experience in managing communications in Support mode,Critical Incident management, Problem management...