TECHNICAL SUPPORT MANAGER

Technical Support Manager (TSM) is responsible for managing a team of Technical Support Specialists to provide best in class service and post-sales support TSM reports to COO.

The Technical Support team provides maintenance and support services for Internet Security Products and Identity & Access Management Solutions to corporate customers., * Manage a support team to provide post-sales support to the Organization's Customers

• Provide inputs to the pre-sales process and act as a lead on support and service issues, strategy and approach
• Develop and grow a new post sales Service Management function.
• Set clear objectives, evaluate progress and instill a high-performance culture with focus on team work, service excellence and ownership for resolving customer issues.
• Set-up, manage and improve standards and procedures within the team.
• Ensure working practices are well defined and operational with minimal or zero disruption using technology to improve efficiency as appropriate and desired.
• Manage the team and individual performance, Maintain progress on technical and skills development.
• Stay updated with the new product developments in the area of Internet Security and Identity & Access Management providing inputs and tactical directions to the business on customer service and support challenges
• Liaison with the internal functions including sales, product management, engineering and other service functions.
• Ensure high quality, up-to-date documentation exists for all service agreements.
• Ensure test cases are maintained to agreed standards and all relevant testing is documented
• Provide inputs into the company services strategy.

• Experience in leading and developing a support team related to Internet Security
• Follow up on and take responsibility for unresolved issues or escalations
• Experience of driving change initiatives in a service environment.
• Experienced and conversant in-Service Level Agreements and Operational Schedules.
• Technical understanding of Networking, Internet Security and Identity & Access Management solutions.
• Work closely with commercial departments such as sales and product management.
• Effective interpersonal and communication skills.
• Certifications in related areas like Networking and Internet Security will be an added advantage.
• 5+ years of related work experience is required.

Negotiable - Competitive