Product Support Manager

March 18

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Itential

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Itential is a leading SaaS platform that focuses on hybrid cloud network automation and orchestration. The company provides products designed to simplify the management of hybrid networks and automate workflows across IT systems and infrastructure, offering solutions for network automation, orchestration, and infrastructure as a service. Itential's platform is utilized by various industries, including financial services, healthcare, public sector, and managed services, to streamline operations, enhance service delivery, and drive innovation through advanced automation processes.

Network Automation • Network Management • Network Configuration and Change Managment • Intent-Based Networking • Multi-Domain Network Automation

201 - 500 employees

Founded 2014

☁️ SaaS

🏢 Enterprise

📡 Telecommunications

💰 Convertible Note on 2022-02

📋 Description

• Provide support and leadership to a team of IT support. • Ensure the team provides prompt, efficient, and accurate technical support to users. • Liaise with other departments to meet user requests in a timely manner. • Develop and implement procedures and policies for product support services. • Responsible for training customers and staff, and providing mentorship to existing support staff. • Manage Product Support operations for customers across the US, Europe, and Asia-Pacific. • Develop, implement, and monitor a strategic Product Support Roadmap with key objectives. • Ensure communication across the support team and with stakeholders is effective. • Serve as the key liaison between support teams and leadership. • Conduct performance reviews and set evaluation goals for team members. • Build and maintain strong customer relationships to ensure satisfaction. • Collaborate with various departments to prioritize tasks based on requirements. • Oversee backlog management in JIRA, ensuring timely assignment of tickets. • Identify and recommend enhancements to support processes and tools. • Manage product support engineering capacity and recruitment. • Administer the full-service management lifecycle for on-premises and AWS-based SaaS customers. • Utilize tools to capture and analyze customer data and drive improvements. • Manage customer escalations and implement strategies to enhance experience. • Assess technical skill gaps within the support engineering team and implement training. • Develop and maintain a comprehensive knowledge base of information.

🎯 Requirements

• Bachelor's or Master's degree in Computer Science, Information Technology, Information Systems, or a related field. • Minimum of 8 years of overall IT experience, including at least 5 years in managing application or product support teams. • Proficiency in using Jira, Webex, MS Office, and Jira Service Desk Plus. • Extensive experience in incident management, problem management, and change management. • Demonstrate strong written and verbal communication skills to articulate technical and process-related information to both technical and non-technical audiences. • Strong analytical and problem-solving skills with the ability to assess and troubleshoot complex technical issues. • Excellent communication, interpersonal, and leadership skills. • Proven ability to thrive in fast-paced, high-pressure environments. • Strong analytical and data management capabilities. • In-depth knowledge and practical experience with the ITIL framework. • Expertise in IT Service Management (ITSM) practices. • Experience in optimizing and improving service desk processes. • Willingness to travel as required to support and enable customers worldwide.