PRODUCT SUPPORTABILITY MANAGER
McAfee Software (India) Pvt. Ltd
Bangalore
1d ago
source : Shine

About the role :

  • Member of the Supportability and Release Readiness (SRR) team - Identified as Support and Development s go to person; the face of the support business in product conversations;
  • champion of the needs of customer support to provide a superior service experience

  • Define and execute a strategy to improve the serviceability of McAfee Enterprise products
  • Lead the gathering and analyzing of top support call drivers
  • Work collaboratively with technical leads and management to identify, define, recommend and drive changes in products and processes;
  • fearlessly going toe-to-toe with cross-functional leaders as needed to drive change

  • Partner with a range of cross-functional roles across Support Delivery, Product Management and Engineering to improve the customer experience
  • Drive product integration with support tools to provide better support experiences for our customers
  • About you :

  • Experience in Ensure the Customer Support organization is fully prepared to support new products at launch
  • Experience in Ensure delivery and accuracy of content, knowledge-base (especially known issues and issues under investigation ), and other information as it relates to product support issues
  • Experience in Represent Support for reported vulnerabilities and / or critical incidents (CIMR) related to assigned products
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