Assistant Manager - Product Support

ROLE SUMMARY

We are seeking a detail-oriented and customer-focused Product Support person to manage technical issues related to our Tata Play. The ideal candidate must possess - ability to work collaboratively across teams to ensure a seamless customer experience. He/she will be responsible for analysing datasets (Support tickets), generating actionable insights, and supporting strategic decision-making across Product support

KEY DUTIES AND RESPONSIBILITIES

• Serve as the primary contact for technology escalations and all the product issues.
• Collaborate with cross-functional teams (Product, CO) to support data-driven initiatives.
• Ensure timely resolution of Technology incidents to minimize service disruptions.
• Collaborate with engineering and product teams to identify root causes and implement long-term solutions.
• Coordinate with technical teams to investigate and resolve incidents
• Collaborate with Customer Ops and Process excellence teams ensuring the NFTR is met as per SLA.
• Maintain and update knowledge base articles and support documentation.
• Incident Reporting and Analysis- Analyse incident trends and recurring issues
• Monitor key performance indicators (KPIs) and flag anomalies or opportunities .

TECHNICAL COMPETENCIES

• Technology Strategy
• Operational Excellence
• Application Support
• Quality Control & Assurance
• Ticket Audits

PREFERRED EXPERIENCE

Min 5 yrs experience into application/product support