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Engineering Manager

Secunderabad, Telangana
Job Code:
  • IT
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Job Details

Key Areas of ResponsibilityAccomplishes team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and motivating employees; coordinating, and enforcing system policies, procedures, and productivity standards.Train existing and new staff.Responsible for the day-to-day application of organizational policies and procedures and service level agreements. Recognizes and recommends operational improvements to increase staff performance. Monitors performance of staff according to established or changing standards. Performance appraising.QualificationsBS in Computer Science or equivalentStaff training coordination and supportScheduling and staffing modeling/manpower planningConflict managementWork independently as well as in a team environmentEscalations managementAbility to remain calm and professional at all times and when dealing with challenging customers.Able to creatively find solutions within a diverse, fast paced technology environment.Excellent telephone communication skillsThorough understanding of Incident Management and Problem Resolution processes.The ability to read, understand and communicate complex technical information from a variety of sources.Ability to express ideas in an organized, articulate, and concise manner to multiple levels and differing cultures.Good follow-up and organizational skills.Adaptable to frequent changes, developing the skills in proactive critical thinking and problem-solving.Ability to speak and hear clearly and enunciate the designated spoken language(s) on a phone call and to multiple levels both internal and external to the company.PreferredPrevious supervisory experience with ability to coach and motivate in a software technical support environment while using best practices.Multitasking skills in a deadline driven environment.Detail orientedUnderstanding of financial principles and budgets.Experience in Information Systems/Technology, Computer Science, Computer Engineering, or a related field.Experience with MS Office applications such as Excel, Word, PowerPoint Outlook and various Electronic Mail, texting and chat systems.Demonstrated ability to analyze and evaluate complex data.Project management skills.High-level of technical aptitude and an ability to quickly learn new technologiesExperience with setting and meeting Service Level agreementsUnderstanding of Teradata database, Unity and QueryGrid Software products POSITION RESPONSIBILITIES/DUTIESCollaborate with other team manager(s) in executing day-to-day duties to meet the overall global needs of GSO.Provide overall guidance, direction and quality control of support services.May be required to sit or stand for long periods of time.Measure the effectiveness and support quality provided by the Technical Support team.Assist with the development of policies and procedures for efficient Technical SupportContinually analyze processes and implement adjustments as necessary.Develop procedures for and manage the escalation management process.Participate in the creation of trend analysis, root cause analysis and reporting on all issues.Keep abreast of technology trendsAssist in building, leading and growing a team of globally distributed support center staff.Help train, educate and nurture staff on good support methodologies and strategies.Ensure the effective management of the lifecycle of a support incident including efficient escalation management.Effectively track, prioritize, and ensure that incidents meet SLAs.Global staff scheduling to ensure minimum coverage throughout the yearRecruitment and interview processes.Work closely with all Global Support and Engineering teams as necessaryCustomer advocacy.Track, communicate and provide feedback to customer requests.Provide feedback on issues encountered and lessons learned.Analyze data and create efficiencies within the support process.Document processes & steps necessary to resolve issues and/or best practices.Participate in team meetings, training and other activities as required.
Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 5-8


Application Programming | Software Engineer
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