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Product Support Manager- Bangalore

  • Anywhere
Client Description
Our client is a young, fast-growing AI company shaking up how work gets done across the enterprise. Every day, they help clients identify opportunities for automation, and then use a variety of AI and advanced automation techniques to rapidly model manual work in the form of code. Their impact has already been felt across some of the most reputable Fortune 500 companies, which are consequently seeing major gains in efficiency, client satisfaction, and overall savings. It’s an exciting experience to watch companies transform themselves rapidly with our client.
Job Description
The Role Product Support Manager (PSM) is a high impact role and will be responsible for leading and owning critical product deployments & support teams for our marquee products.

Responsibilities include (but are not limited to):
  • Own mission-critical product deployments across multiple clients
  • Build, manage & grow a 24X7 global product support team
  • Manage communication with internal & client stakeholders. Lead product and support review with relevant stakeholders periodically
  • Support deployments & troubleshooting once deployed
  • Implement continuous improvement programs & preventive maintenance initiatives
  • Project Management, Change Management and Incident Management
  • Participate or own vendor relationships
The Candidate An ideal PSM should be passionate about product deployments, automation and service excellence. Should be capable of maintaining highly available and reliable products deployed at client locations across the globe and should be willing to mentor new engineers.

Key Requirements and Qualifications:
  • 8-12 years of overall experience in supporting products or product implementations
  • 4-5 years as a software developer, support engineer, DevOps engineer or system admin with strong exposure to Linux and Windows environments
  • 3-5 years of support management experience
  • Ability to manage multiple deployments and highly talented engineering teams
  • Experience in knowledge management and technical documentation
  • Experience of working with global teams
  • Good exposure to DevOps, CI/CD, Agile, etc.
Bonus Skills:
  • Exposure to configuration management tools like Chef, Ansible, Puppet, etc.
  • Exposure to Python scripting
Must-Have:
  • Experience in handling a team performing L1/L2 support
  • Understanding in SaaS products
  • 8 years of experience in supporting products/product implementations.
  • 4 years as a software developer, support engineer, DevOps engineer or system admin
  • Expertise in Linux and Windows environments
  • 3-5 years of support management experience
  • Very good presentation skills
  • Good Stability
Screening Questions
Q1. Does the candidate have experience in handling a team of L1/L2 support team? Mention the organization and project names in comments *
  • Yes
  • No

Q2. Is the candidate ready to complete Hacker rank within 3-5 days of CV submission? *

  • Yes
  • No

Q3. Joining Timeline *

  • 0-15 days
  • 16-30 Days
  • 30-45 Days
  • 45-60 days

Q4. Does the candidate have a minimum of 2 years of working experience with product-based and automation companies? *

  • Yes
  • No

Q5. How many years of experience in Linux and windows environment? *

Experience- 8 – 12 years

Salary- INR 15 LPA – 30 LPA

 

With over 20 years of experience, we are a team of seasoned recruiters. Our goal is to help our clients find the absolute best fit for their open positions. Our promise to our candidates is that we will keep their best interests in mind as we represent them to our clients.

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