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Software Support Manager

Position: Software Support Manager

Type: Full Time job
Location: Kathmandu
Posted on: Mar 08, 2021

Responsibilities

  1. Handle a team of direct reports within Support department.
  2. Work with escalated situations from phone calls to ticket follow-up.
  3. Share on call duties with the Engineering Manager for escalation point company coverage.
  4. Conduct timecard duties for Support staff.
  5. Engage in RFP responses and meetings for new business.
  6. Receive activities and tasks from Engineering Manager.
  7. Manage metrics for support team areas along with Engineering Manager.
  8. Conduct annual employee write-ups and reviews for direct reports.
  9. Deliver and drive new processes within Support Department.
  10. Communicate with business partners and associates at all levels.
  11. Create and manage documentation of team procedures and processes.
  12. Understand and align customers requirements with various compliances.

Requirements

  1. Minimum 6 years experience of working in the IT support industry with minimum 2 years experience as a Software Support lead.
  2. Ability to interact and communicate with senior leadership at all levels – having excellent Communication Skills Verbal/ Written in both English and Nepali.
  3. Ability to manage customer escalations and field engagements
  4. Team Management skills – People Management skills & delegation.
  5. Problem-solving skills – ability to diagnose and troubleshoot basic technical issues
  6. Experience in providing services to agreed SLA’s and OLA’s.
  7. Familiarity with the web ecosystem from DNS management, Hosting (Cloud/Physical Servers), Databases, Troubleshooting.
  8. Familiarity with web technologies like PHP, Javascript and understanding of Single Page Application’s (SPA) architecture.
  9. Experience with various monitoring tools, along with tools for proper tickets management.
  10. Experience in establishing  network environment by designing system configuration, directing system installation and defining, documenting and enforcing system standards.
  11. A Bachelor’s Degree in Software Engineering, Computer Science, Information Technology, Information Systems, Computer Engineering, or similar.
  12. ITIL certifications will be a huge plus.

Company Benefits

Friendly, competitive and creative working environment.
Competitive salary
Lunch, beverages provided in office
Paid leave, sick leave
Refreshment, recreational team building activities besides annual event.

To apply, please email your CV to career -@- mavorion -dot- com mentioning the position. A cover letter, while not mandatory, is a plus.

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