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About the role
Role Overview The Head of Support will lead the Support Process Excellence function, ensuring enterprise-grade customer support, application performance improvements, and seamless version upgrades. This leadership role demands strong technical expertise, customer-centricity, and the ability to drive operational excellence. Key Responsibilities - Lead Support Process Excellence teams to achieve defined business commitments. - Define, own, and continuously upgrade support processes aligned with business and contractual needs. - Institutionalize enterprise-grade customer support practices, including customer management, empathy, technical resolution, collaboration with cross-functional teams, and root cause analysis. - Drive support actions based on NPS and customer feedback to enhance support experience. - Guide and coach team members to deliver exceptional customer support. - Identify training needs (technical and soft skills) and implement training programs. - Collaborate with software development, internal users, and clients to improve application performance. - Integrate AI/ML solutions to augment support processes. - Work onsite daily with the support team in Bangalore. Technical Skills Required - Proven experience in software application support. - Hands-on expertise with Windows Server, SQL Server, Tomcat, and JBOSS servers. - Robust knowledge of application log analysis and providing L2/L3 customer support. - Understanding of common root causes of application errors and ability to provide solutions. - Experience with Load Balancers and Web Application Firewalls. - Ability to interpret programming logic through application logs. - Proficiency in MySQL and SQL queries. Good to Have (Optional): - Knowledge of Vulnerability Assessment and Penetration Testing. - Familiarity with frameworks such as ISO 27001, SOC 2 Type 2. General Skills Required - Ability to operate as an Independent Contributor initially. - Professional rigor to achieve business goals without constant follow-ups. - Capability to train teams on procedural and technical topics. - Strong communication and collaboration skills. - Flexibility to work occasional evenings and weekends. Experience & Qualifications - 15+ years of experience in IT, Application Development, or Application Support environments. - BE / BTech / MCA / MSc in Computer Science or IT. - Certification or degree in Data Science / AI is an added advantage. .