Logo of Huzzle

Home

Matches

Explore

Manage

Manager, Support

image

Tricentis

Jan 10

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Manila
  • Quick Apply

AI generated summary

  • You need a Bachelor's in CS or IT, 4-5 years in Support operations, strong communication skills, ITIL knowledge, and experience in team management and data reporting.
  • You will guide Tier 1 teams, manage customer escalations, ensure timely ticket resolution, foster collaboration, meet service standards, coordinate support shifts, and evaluate team performance.

Requirements

  • Must possess a Bachelor of Science in Computer Science, Information Technology or equivalent degree.
  • Must have at least 4-5 years of relevant working experience in Support operations. Ideally 1-2 years working in an operations management capacity.
  • A good understanding of the Software Development and Software Testing Life Cycle is a plus.
  • Above average customer interaction and communication skills, both verbal and written. Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
  • Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations.
  • Strong familiarity and experience of ITIL best practices in Support Desk/Service Desk operations.
  • Skilled in hiring, leading and motivating talented support specialist.
  • Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
  • Highly proficient in pulling data and creating reports from various sources like ServiceNow, PowerBI and MS Excel.
  • Must be motivated by challenges and be able to offer multiple solutions for a problem.
  • Able to develop individual and team objectives to contribute positively to organizational goals and company values.
  • Proven ability to work in a fast-paced environment and high level of resilience.
  • Practices effective and appropriate communication skills, providing valuable feedback and constructive criticism when needed.
  • Exhibits empathy and consideration for all ideas and suggestions provided by peers and subordinates and provides opportunities for open discussion and evaluation of those ideas.

Responsibilities

  • Provide guidance and support to Tier 1 team members.
  • Manage both internal stakeholders and external customers. Respond to customer expedites and escalation.
  • Assess and facilitate the development and proficiency in both technical skills and general customer service skills.
  • Ensure that all support emails/tickets are attended to and resolved promptly and comprehensively.
  • Maintain good collaboration between end-customers, internal stakeholders, and other functional support areas to provide insightful ideas on process improvements and customer service delivery.
  • Ensure that all OLAs and SLAs are met and achieved satisfactorily.
  • Deliver superior level service to end-user customers and act as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.
  • Capable of coordinating a 24/7 support shift model while maintaining a positive, inclusive, safe and collaborative working environment.
  • Host, facilitate, and/or join support team meetings.
  • Evaluate and manage team members. Conduct regular cadence meetings for performance discussions.

FAQs

What is the primary location for this role?

The primary location for this role is Manila, Philippines.

What are the main responsibilities of the Support Manager?

The main responsibilities include providing guidance to Tier 1 team members, managing customer escalations, ensuring timely resolution of support tickets, and maintaining collaboration among stakeholders.

What qualifications are required for the Support Manager position?

A Bachelor of Science in Computer Science, Information Technology, or an equivalent degree is required, along with 4-5 years of relevant experience in support operations.

Is there any specific experience required in operations management?

Ideally, candidates should have 1-2 years of experience working in an operations management capacity.

What skills are preferred for this role?

Preferred skills include strong customer interaction and communication abilities, familiarity with ITIL best practices, and proficiency in data reporting tools like ServiceNow, PowerBI, and MS Excel.

How does Tricentis support the professional development of its employees?

Tricentis offers personal and professional development opportunities as part of the working environment.

What is the expected work model for support hours?

The Support Manager will coordinate a 24/7 support shift model.

Are there any benefits offered with this position?

Yes, benefits include market-conform salary, a success-oriented bonus, health insurance, and other employee benefits.

Is experience in software development or testing life cycle relevant to this role?

Yes, a good understanding of the Software Development and Software Testing Life Cycle is considered a plus.

What kind of work environment does Tricentis offer?

Tricentis promotes a favorable working atmosphere that is inclusive, safe, and collaborative.

image

Tricentis

Tricentis is a global leader in continuous testing and quality engineering.

Technology
Industry
1001-5000
Employees
2007
Founded Year

Mission & Purpose

Tricentis is a software company specialising in continuous testing and quality assurance solutions for enterprise applications. They provide a suite of tools designed to accelerate testing processes, improve software quality, and enhance overall business performance. Tricentis's ultimate mission is to transform how businesses approach software testing by delivering innovative, automated solutions that enable faster, more reliable delivery of high-quality software. Their purpose is to help organisations achieve digital excellence and drive operational efficiency through advanced testing practices, thereby ensuring that applications meet the highest standards of performance and reliability.