Support Manager

Responsibilities:

• Oversee all requests/incidents/tickets.
• Acting as a SPOC for any escalations and co-ordinate required response to critical issues raised
• Monitor and manage incoming ticket volumes.
• Identifying trends and deliver on strategies to reduce overall ticket volumes.
• Should be able to effectively manage the support triaging process, collaborate with all the interface systems, drive towards the decision, etc.
• Able to effectively manage the escalation across the levels
• Develop and implement support strategies consistent with product/customer vision
• Effectively create, review the RCA artifacts for the high priority and critical support tickets.
• Collect and analyse feedback from internal and external stakeholders to address the pain points and have the stable product at any given point of time
• Produce and review support strategies around ITIL framework, derive the support plan in line with the defined strategy, define the team level goals to achieve the support function vision, etc.
• Work with senior management to create support plans and roadmaps for onboarding the multiple products under support function
• Understand the product usage, customer base, impact of production issues on various aspects, etc.
• Define the support metrices and work towards the same
• Skilled to define the industry standard support SLAs and drive towards the targets.
• Experience working with and delivering on strict SLAs
• Collect data from various sources, research and produce continuous actionable improvements
• Structure the required dashboards for support function and able to present the dashboard data to senior management and leadership teams
• Provide comprehensive ad-hoc and daily/weekly/monthly reports on Product Support tickets and bugs raised to all the stakeholders
• Prioritisation support backlog to ensure quality delivery on time and within budget while satisfying the needs of a variety of stakeholders
• Ability to articulate clearly and effectively on technical and functional issues to a wide range of stakeholders
• Works closely with Delivery Managers, Product Managers, Product Owners, Tech/Solution Architects, Design and Development teams to review and evaluate support issues and prioritise them

Requirements:

• 10+ years of overall IT experience
• 5+ years of exposure as a Support Manager managing Application Support teams
• Excellent communication skills written and verbal
• Excellent critical thinking skills, with the ability to provide innovative and practical achievable solutions
• Strong written and verbal communication skills with a precise talent for understanding and articulating customer challenges
• Experience in documenting fixes for recurring incidents and requests

Labcorp is proud to be an Equal Opportunity Employer:

As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.

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