Manager, Technical Support
Primary Location: Bengaluru, India
10h ago

Primary Location Additional Locations Date posted About McAfee

McAfee is the single largest pure play security company with the aim of securing the digital assets around the world. We deliver proactive and proven solutions and services that secure systems and networks, allowing users to browse and shop the web securely.

With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector, and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security.

Our products are unique in how they work together to make security affordable and manageable.

Overview & Responsibilities Open to work in NA hours (night shift) is a must for this role. This role will involve working in complete night shift only. People Management -

  • Manage a team of 12-15 Technical Support Engineers, who provide Technical Support to our Corporate / Enterprise customers.
  • Address the people related concerns of the team members.
  • Be able to help people develop professionally and helping them with their development planning.
  • Be able to lead a motivated team and lead by an example.
  • Consider people as the most valuable asset and work on nurturing the talent.
  • Have the ability to hire right talent.
  • Mentor and coach people via 1 : 1 and group meetings with reports
  • Operations Management

  • Good understanding of Technical Support business.
  • Ability to drive Support business with a proven record of innovation in Support industry.
  • A result oriented person with a zeal to excel in organizational goals.
  • Manage Technical contact center shift-based operations.
  • Maintain Service Levels of live and non-live customer query queues viz., voice and portal.
  • Good understanding on case management best practices.
  • Manage people effectively to adhere to Case Management SLAs
  • Be at the front end of customer escalations.
  • Conduct structured meetings to create cohesive environment of support operations
  • Ensure process adherence and contribute to process improvements.
  • Customer Centricity

  • Understand the need and importance of having customer at the core of everything we do.
  • Be customer centric and promote that culture with in the team.
  • Work Experience, Knowledge & Skills Required

  • Between 10-15 years work experience with at least 7 years’ experience in management / leadership role in a Support organization.
  • Deft people management skills
  • Experience in managing voice-based Technical Support Operations.
  • Should have worked in 24x7 shifts. Willingness to work in night shifts is a must in this role.
  • Experience in data-based performance analysis & appraisals
  • Conducting interviews
  • Exposure to established CRM tools
  • Exposure to queue management
  • Exposure to staffing & scheduling modeling
  • Report generation & analysis of data
  • Handling overseas customers, especially from North America and UK
  • Experience of multi-product application support preferred
  • Excellent written and spoken English
  • Organized, process and documentation-oriented approach
  • Quality management experience with exposure to one of the following is an added advantage.Six-sigmaCOPCISO
  • COPC
  • Have complete sense of ownership and accountability when it comes to his direct reports and their performance
  • Position demands a lead-by-example approach with high degree of personal integrity and ethics.
  • Sound knowledge of technologies like Windows, basic Networking is an added advantage.
  • Open to work in NA hours (night shift) is a must for this role. This will be only night shift and no rotation.

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