Manager, Customer Support

● Responsible for managing the support for our global customers ● Build support playbooks which can be consumed across the global support organization for triaging, recovering, root cause analysis and overall problem management ● Own automation for global support. Responsible for building and managing services availability, performance, and scalability in customer environments to achieve customer defined SLAs ● Define, measure and meet KPIs to meet customer defined SLAs: ensure uptime and performance, create predictive alerting, monitoring dashboards and resolution playbooks for handling anticipated issues. ● Collaborate with product and engineering stakeholders to ensure high-quality products are developed and operated in production. ● Work closely with customers, understand their overall business, needs and prioritize support activities in accordance with customer business needs ● Should have good understanding of IAM concepts and be able to articulate the business requirements and impacts to product team ● Should have solid experience in managing the customer relationship and sentiment ● Will be responsible for overall region’s all KPI’s and driving success for the regional support team ● Work closely with the architecture and security teams to define and implement enterprise grade operations and support practices