technical support lead

Saviynt

<div>
 <p>
  <span>
   We are seeking an experienced Manager to lead and manage a high-performing technical suppor team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers
  </span>
 </p>
 <p>
  <span>
   and ensuring timely, high-quality resolutions to technical issues.
  </span>
 </p>
 <p>
  <p>
   <br/>
  </p>
  <strong>
   WHAT YOU WILL BE DOING
  </strong>
  <ul>
   <li>
    <strong>
     Team Leadership:
    </strong>
    Lead and manage a team of technical support engineers,
    <br/>
   </li>
  </ul>
  providing guidance, mentorship, and support to ensure exceptional customerservice.
  <strong>
   Shift Management:
  </strong>
  Oversee night shift operations, ensuring optimal staffing,workload distribution, and timely responses to customer inquiries.
  <strong>
   Customer Escalations
  </strong>
  : Handle complex escalations, working closely withengineering, product, and other cross-functional teams to resolve high-priorityissues.
  <strong>
   Performance Monitoring
  </strong>
  : Establish and track key performance indicators(KPIs) for the team, including response times, resolution times, and customersatisfaction metrics.
  <strong>
   24x7 Support Strategy:
  </strong>
  Contribute to the design and implementation of 24x7support processes, optimizing efficiency and ensuring alignment with globalsupport operations.
  <strong>
   Training &amp; Development:
  </strong>
  Identify skill gaps within the team and coordinatenecessary training and development programs to enhance technical and softskills.
  <strong>
   Continuous Improvement:
  </strong>
  Drive continuous improvement initiatives,leveraging customer feedback and support data to optimize processes anddeliver a superior customer experience.
  <strong>
   Collaboration:
  </strong>
  Work closely with other regional support teams to ensureknowledge sharing and consistency across support operations globally.
  <br/>
  <strong>
   Reporting:
  </strong>
  Prepare and present regular reports on team performance,operational challenges, and customer satisfaction to senior leadership.
  <p>
   <br/>
  </p>
  <strong>
   WHAT YOU BRING
  </strong>
  <ul>
   <li>
    7-10 years of experience in technical support, with at least 3-5 years in a managerial or senior role
   </li>
   <li>
    Proven track record of managing teams in a 24x7 support environment
   </li>
   <li>
    Experience in IAM/IGA technologies (such as AD, LDAP, SAP, SQL databases, ServiceNow) is highly desirable
   </li>
   <li>
    Leadership: Strong people management skills with the ability to motivate and develop a team
   </li>
   <li>
    Customer-Focused: Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience
   </li>
   <li>
    Problem-Solving: Strong analytical and troubleshooting skills with a proactive approach to problem-solving
   </li>
   <li>
    Communication: Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership
   </li>
   <li>
    Process-Oriented: Experience in defining and optimizing support processes and performance metrics
   </li>
   <li>
    Flexibility: Willingness to work night shifts and flexible hours to support global customers
   </li>
   <li>
    Education: Bachelor&rsquo;s degree in Computer Science, Information Technology, or a related field
    <br/>
   </li>
  </ul>
 </p>
 <p>
  <br/>
 </p>
</div>


Manager, Customer Support - PAM

Eurosoft Tech Pvt Ltd

<p>EuroSoft Tech PVT Ltd is looking for the Technical Support Manager Positio. Its an on-site position.</p><p><b>Key Responsibilities:</b></p><ul><li>Provide technical guidance, coaching, and mentorship to support the team to enhance their skills and productivity.</li><li>Identify technical risks and propose solutions to mitigate them.</li><li>Troubleshoot, resolve, and escalate technical issues as necessary and also guide the team</li><li>Knowledge about the system tickets and their solutions.</li><li>Conduct training sessions for team members.</li><li>Lead and manage the day-to-day operations of the Technical Support team, ensuring timely and high-quality support for customers.</li><li>Drive continuous improvement initiatives to optimize workflows, enhance customer satisfaction, and reduce repeat issues.</li><li>Prepare reports on team performance, customer feedback, and operational KPIs for senior management review.</li><li>Conduct interviews and participate in the hiring process to recruit qualified candidates for technical support roles.</li></ul><p><b>Required Skills:</b></p><ul><li>Minimum of 3-5 years of experience in a technical support consultant role.</li><li>Excellent English communication skills and a strong customer service orientation.</li><li>Proven ability to manage multiple priorities in a fast-paced environment</li><li>Bachelor&rsquo;s or Master&rsquo;s degree in Computer Science, Engineering, or relate</li></ul><p>Job Type: Full-time</p><p>Pay: Rs140.00 - Rs220.00 per month</p><p>Application Question(s):</p><ul><li>Are you fluent in English?</li><li>Can you work in the rotational shifts (weekly wise) and rotational OFFs (one off in a week) ? </li><li>What's your current salary?</li><li>What's your expected salary?</li></ul><p>Work Location: In person</p>

Technical Support Manager

Confiance Software Solutions

<p><b>Job Title</b>: Technical Support Manager</p><p><b>Job Overview</b></p><p>We are seeking an experienced and highly skilled Senior IT Support Engineer to lead and enhance our IT operations. The ideal candidate will have a strong technical background, including hands-on experience with cloud platforms, advanced troubleshooting skills, and the ability to mentor junior team members. This is a key role that ensures the reliability and efficiency of our IT infrastructure while driving innovation through cloud technologies.</p><p><b>Key Responsibilities</b></p><p><b>Technical Leadership:</b></p><ul><li>Act as the primary point of escalation for complex technical issues.</li><li>Provide guidance and mentorship to junior IT support staff.</li></ul><p><b>System and Network Administration:</b></p><ul><li>Manage and maintain IT systems, including servers, desktops, laptops, and peripherals.</li><li>Configure and monitor network infrastructure, including firewalls, routers, switches, and VPNs.</li><li>Implement and maintain IT security measures, including endpoint protection and access control.</li></ul><p><b>Cloud Platform Management:</b></p><ul><li>Administer and optimize cloud environments such as AWS.</li><li>Ensure smooth integration of cloud services with on-premises infrastructure.</li><li>Manage cloud-based backup and disaster recovery solutions.</li></ul><p><b>IT Infrastructure Projects:</b></p><ul><li>Lead and execute IT projects such as system upgrades, migrations, and cloud deployments.</li><li>Collaborate with cross-functional teams to assess and implement new technologies.</li></ul><p><b>Incident Management:</b></p><ul><li>Monitor and troubleshoot IT systems to minimize downtime and ensure high availability.</li><li>Document and analyze recurring issues to develop long-term solutions</li></ul><p><b>IT Asset Management:</b></p><ul><li>Maintain and update IT hardware and software inventory.</li><li>Evaluate and recommend new tools and technologies to enhance IT operations.</li></ul><p><b>Skills and Qualifications</b></p><p><b>Technical Skills:</b></p><ul><li>Proficiency in administering and troubleshooting Windows and Linux.</li><li>Strong knowledge of networking protocols and tools (e.g., TCP/IP, DNS, DHCP, VPN).</li><li>Expertise in cloud platforms such as AWS.</li><li>Familiarity with virtualization technologies (e.g., VMware, Hyper-V).</li><li>Experience with IT security frameworks and best practices.</li></ul><p><b>Soft Skills:</b></p><ul><li>Strong communication and interpersonal abilities.</li><li>Leadership and project management skills.</li></ul><p><b>Job Type</b>: Full-time, Permanent</p><p><b>Benefits:</b></p><ul><li>Health insurance</li><li>Leave encashment</li><li>Paid sick time</li></ul><p><b>Work Location</b>: In person</p><p>Job Types: Full-time, Permanent</p><p>Pay: ₹50,000.00 - ₹60,000.00 per month</p><p>Benefits:</p><ul><li>Health insurance</li><li>Paid sick time</li><li>Paid time off</li><li>Provident Fund</li></ul><p>Work Location: In person</p>

Public Health Institute

<div></div><div><div><h1 class="jobSectionHeader"><b>Lead Technical Support Analyst</b></h1>
<div><p><b>Posting Number:</b> #2098</p>
<p><b>Position Title:</b> Lead Technical Support Analyst</p>
<p><b>Closing Date:</b> Until Filled</p>
<p><b>Location:</b> Remote, USA</p></div><br>
<p></p>
<p>The Public Health Institute (PHI) is an independent, nonprofit organization dedicated to promoting health, well-being, and quality of life for people throughout California, across the nation and around the world. As one of the largest and most comprehensive public health organizations in the nation, we are at the forefront of research and innovations to improve the efficacy of public health statewide, nationally, and internationally.</p>
<p>
PHI was distinguished as one of the top 50 &ldquo;Best Non-Profit Organizations to Work For&rdquo; by the Non-Profit Times in a national search.</p><br>
<p></p>
<h3 class="jobSectionHeader"><b>
Position Summary</b></h3>
<p>
C/NET Solutions CNExT Cancer Registry software is used by Cancer Registrars for meeting mandated cancer reporting as well as analysis of the cancer population at their medical center. Together with our Cancer Alert System, efficiency in identifying and reporting of cancer is realized. We meet HIPAA and security regulations and allow remote access. All C/NET Solutions software can be run in mixed technology environments where the highest standards in database security or remote access are required.</p>
<p>
The Lead Technical Support Analyst serves as the lead for the support team. This position provides a full range of C/NET software training and support to customers. Testing of software, customer training, writing documentation, and various types of non-routine communications with customers and staff are required. The Lead Technical Support Analyst must show proven analytical and problem-solving abilities as well as the ability to develop specifications work with multiple layers of network and application infrastructure and advanced knowledge of SQL. This position supports C/NET Solutions and our customers by providing training to new support staff and leading projects that require a high degree of technical knowledge and the use of helpdesk systems. The Lead Technical Support Analyst reports directly to the Information Technology Manager.</p>
<p>
This is a remote, regular full-time position with a work schedule of 40 hours per week. The incumbent must be able to work during core business hours, 6am to 3pm, for the Pacific Time zone; and work more than 8 hours a day, 40 hours a week, and on weekends as needed. Occasional travel may be required. Candidates in the United States (all Time Zones) are welcome to apply.</p>
<p>
Full salary range for this position: $86,029 to $127,149 per year. The typical hiring range for this position is from $86,029 (minimum) to $106,589 (midpoint), based on 100% FTE. The starting salary is determined using a variety of factors, such as the candidate&rsquo;s knowledge, skills, and experience, as well as internal equity consideration and budget availability.</p>
<p>
Employment Type: Full Time</p>
<h3 class="jobSectionHeader"><b>
Essential Duties &amp; Responsibilities</b></h3>
<p><b>
Software Support Users of CNExT and Cancer Alert System (CAS) software &ndash; 65%</b></p>
<ul>
<li>Leads high level customer and company projects by acting as Project Lead.</li>
<li>Leads direct communication with customers regarding customer needs or training.</li>
<li>Leads ticket distributions to Support Team.</li>
<li>Leads weekly ticket review calls.</li>
<li>Provides advice and support for ticket questions.</li>
<li>Acts as back up to Support Team Manager.</li>
<li>Provides regular support to ensure customer satisfaction in the use of CNExT and CAS software.</li>
<li>Conducts needs analysis to determine appropriate solution requirements for new or existing clients.</li>
<li>Consults with decision makers and customer&rsquo;s IT staff on implementation strategies and timelines.</li>
<li>Performs Project Lead duties, coordinating resources and tracking project deliverables when working on complex projects with enterprise customers.</li>
<li>Proactively contacts clients during the implementation process to assess their satisfaction and/or training needs.</li>
<li>Configures and installs software implemented via Citrix and Virtualization platforms.</li>
<li>Assists with troubleshooting of network and database connections as well as any PC and/or client issues related to CNExT and CAS software.</li>
<li>Understands Active Directory and user access/permissions in relation to network resources.</li>
<li>Logs all calls and assigns job numbers for called-in problems in CNET&rsquo;s trouble ticketing application.</li>
<li>Identifies software bugs and submits software modification (FixNotes) requests to the Programming department.</li>
<li>Documents resolutions for all reported support requests. Analyzing trends to prevent any future problems.</li>
<li>Escalates software problems raised by users.</li>
<li>Provides CNExT and CAS software training to users and staff.</li>
<li>Understands SQL server&rsquo;s and troubleshoot issues related to/impacting CNExT and CAS.</li>
<li>Applies various diagnostic utilities (Ex: Eureka Log, SQL Profiler, Edit Writer) to aid with troubleshooting ambiguous problems.</li>
</ul>
<p><b>Software Testing Support Functions &ndash; 20%</b></p>
<ul>
<li>Participates in software testing to ensure quality performance of the software program.</li>
<li>Provides appropriate documentation of any bugs or problems to Programming Team.</li>
<li>Tests or assigns testing of off-cycle edit metafile testing and files needed to resolve software &lsquo;bugs&rsquo;.</li>
<li>Makes software releases available to customers and sends announcements of the release.</li>
</ul>
<p><b>Technical Duties &ndash; 10%</b></p>
<ul>
<li>Provides end-user support to resolves technical issues.</li>
<li>Conducts research into a wide range of technical issues as required.</li>
<li>Assesses needs of current users and/or potential users of CNExT software and any related products.</li>
<li>Writes SQL queries as needed.</li>
</ul>
<p><b>Other Duties &ndash; 5%</b></p>
<ul>
<li>Participates in continuing education classes for the purpose of self-education as it relates to job duties.</li>
<li>Writes e-newsletter articles for customers.</li>
<li>Provides content for the customer and public websites.</li>
<li>Trains less experienced technicians and provides information to other technicians.</li>
<li>Conducts training courses, user meetings, and attends special conferences on behalf of C/NET Solutions.</li>
<li>Provides appropriate documentation regarding any potential customers as appropriate.</li>
<li>Provides new ideas and suggestions to improve company-wide systems and productivity.</li>
<li>Performs other related duties consistent with the scope and intent of the position.</li>
<li>Participates in cross-training with Special Projects team.</li>
<li>Access to Protected Health Information. This job requires access to Protected Health Information. Employees are responsible for reading, acknowledging and complying with all C/NET Solutions and Public Health Institute polices pertaining to confidentiality and the Health Insurance Portability and Accountability Act (HIPAA).</li>
<li>Perform other duties as assigned.</li>
</ul><h3 class="jobSectionHeader"><b>Minimum Qualifications</b></h3>
<ul><li>Bachelor&rsquo;s degree plus 3 years or high school diploma plus 7 years of related experience.</li>
</ul><h3 class="jobSectionHeader"><b>Other Required Qualifications</b></h3>
<h5 class="jobSectionHeader"><b>Job-related knowledge:</b></h5>
<ul><li>Advanced PC, server, and network troubleshooting</li>
<li>Knowledge of Active Directory permissions and group</li>
<li>Knowledge of SQL and Access databases (understands language differences) and the use of SQL Management Studio.</li>
<li>Ability to work with and troubleshoot and repair relational</li>
<li>Extensive knowledge of CNExT products including registry, data entry, audit, SQL, multi-hospital, and CAS software products.</li>
<li>Knowledge of national/state cancer registry practices and procedures preferred, but not</li>
<li>Knowledge of server applications, data interchange and messaging, and system</li>
<li>Understands backup practices and aids customers in restoring SQL and Microsoft Access</li>
<li>Knowledge of HIPAA protected health information guidelines and</li>
<li>Knowledge of Health Informatics, Health Information Management or Cancer</li>
<li>Must be familiar with Citrix, VMware, AppV, and other virtualization</li>
<li>Ability to learn and utilize supporting programs like EditWriter, FixNotes, Helpdesk, and many others.</li>
<li>Working knowledge of Microsoft Outlook, Word, Excel, Access and</li>
</ul><h5 class="jobSectionHeader"><b>Job-related skills, including language, mathematical and reasoning (analytical) skills:</b></h5>
<ul><li>Good customer service and communications</li>
<li>Excellent organizational/project management</li>
<li>Good mathematical and analytical</li>
<li>Ability to assess, troubleshoot and resolve complex software problems and make recommendations for procedures to correct problems, often under stressful and time sensitive deadlines.</li>
<li>Strong time management skills with the ability to prioritize</li>
</ul><h5 class="jobSectionHeader"><b>Other:</b></h5>
<ul><li>Willingness to learn information technology and Cancer Registry as it applies to this</li>
</ul>
<p><b>Preferred Qualifications</b></p>
<ul>
<li>Oncology Data Specialist (ODS) certification strongly preferred.</li></ul><br>
<p></p>
<p><b>
FAIR LABOR STANDARDS ACT (FLSA) STATUS</b></p>
<p>
This position is classified as exempt based on the job duties. However, based on the FTE, salary level of the employee, or federal/state/local laws, the employee may be classified as nonexempt.</p>
<p><b>
EEO Statement</b></p>
<p>
The Public Health Institute is committed to a policy that provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, religion, national origin, ancestry, age, marital status, pregnancy, medical condition including genetic characteristics, physical or mental disability, veteran status, gender identification and expression, sexual orientation, and to make all employment decisions so as to further this principle of equal employment opportunity. To this end, the PHI will not discriminate against any employee or applicant for employment because of race, color, sex, religion, national origin, ancestry, age, marital status, pregnancy, medical condition including genetic characteristics, physical or mental disability, veteran status, gender identification and expression, sexual orientation, and will take affirmative action to ensure that applicants are offered employment and employees are treated during employment without regard to these characteristics.</p>
<p><i>
For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: </i><i>http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf</i></p>
<p><b><i>
ADA Statement:</i></b></p>
<p><i>
The Public Health Institute is committed to providing access and reasonable accommodation in its services, programs, activities and employment for individuals with disabilities. To request disability accommodation in the application process, contact the Recruitment Team at least 48 hours in advance at Recruitment@phi.org.</i></p>
<p><b>
#LI-REMOTE</b></p>
<p>
To apply for any position, you must create an account on the Public Health Institute&rsquo;s job application site. After creating your account, you may search the open positions and apply for the specific position that interests you. Please note, mailed and emailed applications will not be accepted.</p>
<p>
We&rsquo;re so pleased the Public Health Institute is an organization you would like to work with. Do you have questions about this opportunity? If so, email our recruitment team at Recruitment@phi.org.</p>
<p>
Additional information about PHI&rsquo;s benefits and compensation offerings can be found <b>here</b>.</p></div></div>

Lead Technical Support Analyst

<div></div><div><div><div><div><ul><div>7 - 9 Years</div>
<div></div><div>1 Opening</div>
 <div>Bangalore, Hyderabad</div></ul></div><p></p><div><br>
<div><div>
</div></div></div></div><div></div><div><h3 class="jobSectionHeader"><b>Role description</b></h3>
<div><p>Role Proficiency:</p>
<p>
Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project execution</p>
<p>
Outcomes:</p>
<div>
<ul><li> Co-ordinate and promote the effective functioning of incident/problem management activities across all of support teams</li></ul>
<ul><li> Contribute to the planning of application/infrastructure releases and configuration changes</li></ul>
<ul><li> Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence</li></ul>
<ul><li> Maintain knowledge base of known support issues and resolutions</li></ul>
<ul><li> Create and maintain application support service catalogue in coordination with other internal application teams</li></ul>
<ul><li> Ensure application monitoring mechanisms and performance tuning processes are in place</li></ul>
<ul><li> Provide input to the implementation backup and roll-back plans</li></ul>
<ul><li> Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers i.e. balance both client expectations with internal needs</li></ul>
<ul><li> Create monthly performance reports and publish to stake holders</li></ul>
<ul><li> Handle critical customer escalations and manage appropriate stakeholder communications</li></ul>
<ul><li> Organize facilitate and lead technical teams to work to resolve major incidents</li></ul>
<ul><li> Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems</li></ul>
<ul><li> Understand departmental and company policies procedures and business practices</li></ul>
<ul><li>Mentor all team members to become more effective in their roles and coach them on their career aspirations</li></ul>
</div>
<p></p><p>Measures of Outcomes:</p>
<div>
<ul><li> Adherence to engineering process and standards</li></ul>
<ul><li> Ensure that tickets/incidents are resolved by all the resources in team within allotted time frame</li></ul>
<ul><li> Timely publication of reports and metrics to stakeholders</li></ul>
<ul><li> Handling of critical escalations</li></ul>
<ul><li> Adhere to SLAs where applicable</li></ul>
<ul><li> # of non-compliance issues</li></ul>
<ul><li> % of incident reduction based on permanent fixes/automation/utilities</li></ul>
<ul><li> Productivity standard of the project</li></ul>
<ul><li> # of reusable components or documents created</li></ul>
<ul><li> Participation in Knowledge Transfer to ensure better grasp of product</li></ul>
<ul><li> Completion of all mandatory training requirements</li></ul>
<ul><li>Availability of all supported applications per defined standards</li></ul>
</div>
<p></p><p>Outputs Expected:</p>
<p>
RCA:</p>
<div>
<ul><li>Ensure Root Cause Analysis is performed for all issues as defined by the project</li></ul></div><br>
<p><br>
Design:</p>
<div>
<ul><li>Design appropriate metrics for reporting on key performance and quality indicators<br>
particularly in terms of in-depth trend analysis</li></ul></div><br>
<p><br>
Maintenance:</p>
<div>
<ul><li>Responsible for application upgrades; ensuring troubleshooting post upgrades; in general maintenance of the entire system</li></ul></div><br>
<p><br>
Develop Strategies:</p>
<div>
<ul><li>Lead should develop strategies to mitigate issues arising from existing problems</li></ul></div><br>
<p><br>
Innovative Value-adds:</p>
<div>
<ul><li>Responsible for identifying and developing innovative value adds that benefit the project/customer/organization</li></ul></div><br>
<p><br>
Escalations:</p>
<div>
<ul><li>Ensures that escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of Contact.</li></ul>
</div>
<p></p><p>Skill Examples:</p>
<div>
<ul><li> Extensive knowledge and experience in managing and triaging Production Support incidents and issues</li></ul>
<ul><li> Experience working with distributed teams in different time-zones</li></ul>
<ul><li> Strong commitment to quality and engineering excellence</li></ul>
<ul><li> Ability to take up new challenges and explore new technology/tools</li></ul>
<ul><li> Ability to co-ordinate among multiple teams and bring out the best in team work</li></ul>
<ul><li> Ability to handle critical customer escalations and manage under highly stressful situations</li></ul>
<ul><li> Strong communication skills</li></ul>
<ul><li> Able to work in a high paced dynamic and culturally diverse environment</li></ul>
<ul><li> High level of commitment initiative enthusiasm and vision</li></ul>
<ul><li> Excellent presentation and interpersonal skills</li></ul>
<ul><li>Prioritize workload; providing timely and accurate resolutions</li></ul>
</div>
<p></p><p>Knowledge Examples:</p>
<ul>
<li> Appropriate software programs / modules
<div> <ul><li>Able to give knowledge transitions to the team when required</li></ul>
<ul><li> Experience in supporting enterprise customers</li></ul>
<ul><li> Provide estimates for candidate Enhancement and Defect work to be included in release</li></ul>
<ul><li> Operating Systems and software platforms</li></ul>
<ul><li> Integrated development environment (IDE)</li></ul>
<ul><li> Agile methods</li></ul>
<ul><li>Knowledge base of customer domain and sub domain where problem is solved</li></ul></div><br>
<p></p>Additional Comments:
<p></p>
<p>Role(s): Technical Role Location(s): India Planned Start Date: 1/5/2026 Planned End Date: 12/31/2026 Project Overview: Production Support: includes day to day operational support, bug fixing and new enhancement Role Scope / Deliverables: - Technical IT support - Day to day operation support, bug fixing, new enhancements Key Skills: - Manual work with SQL databases to identify and correct data-entry or other errors - SQL interface for supporting features - LabVIEW programming language to support the client and server tools - Business support for reporting/analysis/inventory &ndash; mostly investigating things don&rsquo;t make sense in the data - SQL skills plus Labview Client/Server programming. Some ERP process knowledge will be really good to have - 8-10 years experience in above skill sets - Good communication skills</p>
</li>
</ul></div><h3 class="jobSectionHeader"><b>Skills</b></h3>
<div><p>Sql,Labview,Sql Database,Operation Support</p></div></div></div></div><p></p>
<br><div><h3 class="jobSectionHeader"><b>About UST</b></h3>
<div>UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world&rsquo;s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients&rsquo; organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact&mdash;touching billions of lives in the process.</div></div>

Lead II - Production Support

anekor

<p>We are urgently hiring <b>IT Support Lead</b> for for one of our clients.</p><p><b>Responsibilities</b></p><ul><li>Supervise and coordinate IT support staff to ensure timely resolution of technical issues.</li><li>Oversee installation, configuration, and troubleshooting of desktops, laptops, printers, scanners, and peripherals.</li><li>Provide second-level support for operating systems, network connectivity, and enterprise applications (including ERP/SAP).</li><li>Ensure backup, security, and recovery of user systems and critical data.</li><li>Monitor server rooms, data center environment, and network performance to ensure uptime and compliance.</li><li>Coordinate with vendors and service providers for hardware, software, and network-related services.</li><li>Assist in system upgrades, patch management, preventive maintenance, and disaster recovery activities.</li><li>Maintain IT documentation, asset records, and incident logs.</li><li>Enforce IT policies, procedures, and security standards across the organization.</li><li>Support plant/office systems integration and ensure smooth IT operations during shifts.</li></ul><p><b>Requirements:</b></p><ul><li>Bachelor&rsquo;s degree in Computer Science, Information Technology, or a related field.</li><li>Minimum <b>1&ndash;2 years </b>of IT support experience in a manufacturing Industry.</li><li>Prior experience supervising or leading IT support teams is preferred.</li><li>Strong troubleshooting and problem-solving skills.</li></ul><p><b>Salary: </b>UP TO 90K</p><p><b>Location: </b>Karachi</p><p>Job Type: Full-time</p><p>Pay: Rs70,000.00 - Rs90,000.00 per month</p><p>Work Location: In person</p>

IT Support Lead

Zycus Infotech

<p></p><div><div><div><div><div><div><p><b>About Us</b></p><div><div><div>
Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.</div><div>
The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.<b>We Are An Equal Opportunity Employer:</b></div><div>
Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.</div></div></div></div></div></div></div></div>
<div><div><div><div><p><b>Job Description</b></p><div><div><div>
We are seeking a highly skilled <b>Senior Technical Account Manager </b>to join our Premium Support Organisation. As a Senior Technical Account Manager (TAM) within Zycus&rsquo; Premium Support organization, you will serve as the designated technical liaison for a portfolio of high-value enterprise customers. This is a white-glove alternative to the standard self-service support model, offering proactive case management, strategic guidance, and personalized engagement. You will drive resolution of support cases by identifying their nature&mdash;defect, change request, service request, or enhancement&mdash;and ensuring the right internal teams are aligned and accountable.</div><div></div><div><b><br>
Key Responsibilities</b></div><ul>
<li>Deliver a <b>premium support experience</b> for Gold and Platinum tier customers.</li>
<li>Own <b>customer onboarding</b> during transition from Standard to Gold or Platinum and from implementation to support.</li>
<li>Own and-to-end case <b>lifecycle management,</b> ensuring timely and accurate resolution.</li>
<li>Act as a trusted advisor, aligning Zycus<b> product capabilitie</b>s with customer business goals.</li>
<li>Facilitate <b>proactive engagement</b> through weekly, monthly, and quarterly operational reviews, health monitoring, release planning, and adoption reviews.</li>
<li><b>Advocate for customer needs</b> across product, engineering, and support teams.</li>
<li>Proactively manage case and account <b>escalations </b>to closure by understanding the reason for escalation, establishing objective success criteria to exit the escalation, and driving the extended team through closure.</li></ul><div><b>
Key KPIs</b></div><ul>
<li>Case resolution time (by severity level)</li>
<li>CSAT and NPS scores for managed accounts</li>
<li>TAM-led RCA completion rate</li>
<li>Adoption and value realization metrics</li>
<li>TAM-facilitated release readiness and hypercare success</li>
<li>SLA adherence and escalation handling</li></ul><div><b>
Core Competencies</b></div><ul>
<li><b>Customer-Centric Mindset</b>: Ability to empathize and build trust with enterprise stakeholders, ability to deliver on promises and courage to break bad news early.</li>
<li><b>Technical Acumen</b>: Deep understanding of SaaS architecture, APIs, integrations, and cloud platforms.</li>
<li><b>Case Management Expertise</b>: Skilled in triaging, problem solving, and driving resolution across defect, enhancement, and service request types.</li>
<li><b>S2P/P2P Domain Knowledge</b>: Familiarity with procurement workflows, supplier management, and transactional processes.</li>
<li><b>Communication &amp; Influence</b>: Able to simplify technical concepts and influence cross-functional teams.</li>
<li><b>Collaboration</b>: Effective in working across support, product, engineering, and customer success.</li></ul></div></div><p><b>
Job Requirement</b></p><div><div><div><b>
Experience &amp; Qualifications</b></div><div><b>
Required</b></div><ul>
<li>8&ndash;12 years in customer-facing technical roles (TAM, Solutions Consultant, Technical Support Lead)</li>
<li>5+ years supporting enterprise mission critical SaaS applications</li>
<li>Experience with ERP systems (SAP, Oracle, Workday) and integrations</li>
<li>Hands-on with Salesforce Service Cloud, Jira, and support/CRM platforms</li>
<li>Proven ability to handle <b>critical escalations and high-pressure customer situations</b>.</li>
<li>Excellent communication skills with the ability to explain technical solutions to both technical and business stakeholders.</li>
<li>Strong problem-solving skills with a <b>customer-first mindset</b>.</li></ul><div><b>
Shift Requirements: This job requires the candidate to work in night shift supporting US Customers.</b></div><div></div><h3 class="jobSectionHeader"><b><br>
What We Offer</b></h3><ul>
<li>Opportunity to work with <b>global Fortune 500 clients</b> in a high-impact, premium support capacity.</li>
<li>A collaborative and innovative work culture where customer satisfaction is at the heart of what we do.</li>
<li>Professional growth opportunities with exposure to <b>cutting-edge SaaS procurement technology</b>.</li>
<li>Competitive compensation and benefits.</li></ul><div><b>
About Zycus:</b></div><div>
Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.</div><div>
The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.</div></div></div></div></div></div></div></div><p></p>

Senior Technical Account Manager

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