Senior Global Software Support Manager

Adamsbridge Global is a global IT enabled services company. Our platforms are designed to improve the workflow of companies in the Healthcare, Real Estate and Accounting industries.  The Role The successful candidate will be leading our software support team with support members in the United States, India, and the Philippines. The successful candidate for this role will be customer-orientated, comfortable being in front of and presenting to customers, and passionate about putting customer satisfaction and patients first. The goal is to make sure that customer value ismaintained,and service level commitments are consistently met.  Responsibilities & Accountabilities :

Managing a growing team of support desk engineers, whilst contributing towards improving our support process.

Prepare, manage, and present customer support results and roadmaps to external clients.

Develop support team best practices, processes, and standardizations for a global support team.

Manage, lead, and grow the skills of your team and provide regular feedback, reviews, and career growth to your team.

Proactively monitor SLA (Service Level Agreement) agreements per site and ensure that where tickets are open, you proactively identify where an SLA may be at risk and that in conjunction with your team, you implement corrective action to ensure that there are no breaches.

Manage work assignments and scheduling of team. Meet and work towardsexceeding internalService level agreements, addressing team issues and escalations as needed.

Proactively respond to escalations from the team, collaborate and work together in resolving complex issues and maintain communication channels internally and externally

Monitor and track tickets triage process, make sure correct information is recorded on the tickets so that support report displays correct and accurate fault reporting.

Review and update current processes,procedures,and knowledge articles to achieve efficient and effective support. Proactively identify gaps in tooling and processes and put in place actions to resolve gaps.

Analyzingincidents to highlight trends where repeat issues are occurring.Run root cause analysis workshops based on the outputs of analysis with the relevant stakeholders to put in place a set of actions to ensure long term solutions are in place to bring down the number of recurring issues. Track these actions and escalate where appropriate.

Assuring allOneviewHealthcare customers are provided efficient,friendly,and timely support on a follow the sun around the clockbasis.

Lead the team with key tasks and initiatives. Organize and lead the QA team and work side by side with the SRE and development teams to help figure out resolutions. Test internal tools and participate in UAT so that knowledge can be captured on product workflow. Retain knowledge and cross train team members on new and existing products and technologies

Requirements :

Excellent communication skillsare essential.

Relevant experience working as a support manager or team lead in technical support, application support, or similar SaaS support environment.

A strong understanding of Support Process in an ITIL or similar environment.

Relevant qualification in Computer Science or similar related discipline and / or a minimum of 3 years relevant work experience.

Knowledge ofMicrosoft Technologies -MSSQL, Web Applications, WindowsServerand AzureCloud Infrastructureis desirable.

Knowledge of Microservices,Message brokers, API architectureis beneficial.

Scripting skills- PowerShellor similaris desirable.

Knowledge of enterprise monitoring tools Datadogor similar

Networking knowledge in Routing and Switching (VLAN, DHCP, DNS)

Experience working with Android and Windows hardware is beneficial

Experience withany Mobile device management tool isbeneficial.

Knowledge ofHealthcareSystem,HL7standardsandintegration engines is beneficial.

An understanding of the importance of information security in every process.

Excellent interpersonal communication skills including flexibility with a diverse customer base across the world.

Comfortable occasional working in rotating shift patterns including weekend work and Public Holidays based on your organization of the shifts.

Comfortablewith a small amount of customer travel and the requirement to go on-site as and when needed (this is extremely rare but can be required).

Someone who has a passion for AI and the way in which it is reshaping customer service models

What is in it for you?

Competitive salary and benefits

Bi-annual performance review cycles to allow for real time feedback

Career development opportunities with all roles having a career path from day one

Comprehensive learning and development opportunities

Work-life balance

Collaborative and passionate colleagues all over the globe

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