Manager - Shift Crew Lead
Headstrong
Noida
4h ago
source : Shine

Ensure the correct operation and support is delivered during a shift

Ensure operational procedures are followed

Provide first level support and triage for incidents as they come in.

Manage support tickets, and ensure SLAs are not breached

Adhere to change control process

Provide audit support when required

Respond to alerts, escalations and stakeholder communication

Conduct periodic Customer satisfaction reviews and meetings

Qualifications

Minimum Qualifications

Experience of operations and support

applications and support team management

Experience with managing compliance needs of pharma / medical

Experience with meting SLAs within a global support team

Experience with production change control

Experience in Customer facing roles

Some experience on web applications

Understanding of support operations and required process and tools for control and information security.

Experience of working in operations and support

Experience with pharma or medical industry and related GxP compliance

Good communication and customer support skills

Understanding of Java Flex or other web application management

Experience of Amazon Web Services (AWS)

Ability to handle customer support escalations

Ability to work with vendors and technology partners

Incident and problem management best practice

Preferred qualifications

Experience with ticketing systems, e.g. Zen desk, Service Now

Medical / Pharma industry experience

Incident,

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