Technical Support Lead- Ops Manager/Escalation Manager -ITIS

Job description

Hi, Grettings of the day!! We have opportunityt with a **Technical support lead/** **Experience : 3 to 10yrs** **Location : chennai , Gandhinagar.** **JD:** - Minimum 5 years of experience in the Escalation Process and 1+ years of experience in one of Google Cloud products - Preferred to have GCP tech certification - Escalation Manager should act as a techno manager by having Experience in technology and Process in order to address the escalations. - Engage timely required technical stakeholders and normalise customer sentiment - Strong ownership and engagement to navigate various internal teams like TECH, ENG, Account team etc. - Identify the hurdles and engage the right tech teams to get the faster resolution for escalated cases. - Solid internal stakeholder and external stakeholder management Leadership and execution skills to identify Product, Process and People improvements and drive them Escalation manager Roles & Responsibilities - Handle customer case escalations. - Acknowledge the escalated case - Engage TSR, SME or Oncaller to get faster resolution.. - Ensure assignment of correct case owner & engage them. - Understand the impact and urgency of the issue, determine appropriate next steps & engage all relevant parties to agree on the action items/Next steps and communicate with the Customer with a meaningful update. - Monitor case continuously and update customers accordingly to track the escalation to closure - Engage Vendors and Google Vendor Operations Team as needed for escalation, resolution, handoff & closure process - Coordinate with case owner to create cases/bugs and consults for tracking as needed - Send executive summary of issues to internal Google executives Identify causes of escalation and propose process and product improvements to address gaps. IF YOU are intrested kindly share your cv or resume to this mail id **guggilapubindusha.p@tcs.com**