Senior Support Lead - ITSM, Telecom

Job Summary

The Senior Product Support Lead plays a crucial role in enhancing customer satisfaction by executing continuous improvement activities and providing expert technical assistance. This position involves leading root cause analyses for critical issues and collaborating with cross-functional teams to ensure that product quality aligns with customer needs. The Senior Support Lead is essential to maintaining service excellence and driving efficiency within the support processes.

Required Skills and Experience:

Mandatory: Must be a B-Tech graduate.
Mandatory: Comprehensive understanding of the technical aspects of end-to-end RCS/RBM or SMS communication flows, including agent and user interactions.
Mandatory: Proven ability to effectively utilize and troubleshoot APIs.
Desired: Hands-on experience in Python programming for automation and integration tasks.
Desired: Proficient in developing scripts using Google Apps Script or JavaScript for various operational needs.
Essential: Exceptional debugging capabilities, specifically for identifying and resolving issues in API calls, Rich Cards, and carousels within messaging platforms.
Essential: Excellent verbal and written communication skills, essential for documentation and team collaboration.
Essential: Flexibility to work in a 24x7 rotational shift schedule, performing duties from the office location.

Preferred Qualifications:

Experience with specific telecom protocols and standards.
Familiarity with monitoring and alerting tools relevant to messaging platforms.
Previous experience in a similar operations or support role within the telecommunications industry.
Good debugging skills on API call, features of the Rich card

Key Responsibilities

1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Employing Advanced Troubleshooting Techniques And Ensuring Timely Resolution Using Tools Like Itsm And Jira.

2. Conduct Root Cause Analysis For Critical Issues, Employing Methodologies Such As The Five Whys And Fishbone Diagram, And Implement Preventive Measures To Mitigate Future Defects.

3. Collaborate Closely With Product Management, Development, And Qa Teams By Providing Actionable Feedback On Product Enhancements And Influencing Product Design Strategies To Align With Customer Requirements.

4. Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues By Utilizing Diagnostic Tools And Knowledge Management Systems.

5. Drive Continuous Improvement Initiatives For Support Processes And Workflows, Identifying Opportunities For Innovation And Automation With Tools Like Servicenow And Implementing Efficiency Enhancements.

Skill Requirements

1. In-Depth Knowledge Of Product Support Methodologies (L1-L2-L3)

Proficiency In Itsm Frameworks And Tools:

1. Strong Problem-Solving Skills With Experience In Root Cause Analysis Techniques

2. Excellent Collaboration And Communication Skills To Work Effectively Across Teams

3. Familiarity With Automation Tools And Continuous Improvement Processes

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)

2. Certified Support Manager (Optional But Valuable)