Support Manager

10 - 20 Years
Bengaluru

Job Description

Job Description
Job Title -Support Manager
Location -Bangalore
Department -Technical
Reporting to CTO
Responsibilities
Manage L1 & L2 support activities for all the customers
Responsible for customer satisfaction on the level of support provided
Manage the resource utilization of support team
Ensure the support team has a clear process and follows it.
Proactively monitor the health of production systems (Defined health
parameters)
- Define a checklist that will be used by support team and that is done and filled on daily
basis for each customer
- Look at the manual activities done by the support team and provide inputs to Dev team to
automate these manual activities as possible
Ensure SLA compliance for every ticket for response and resolution
- Ensure that every issues raised by customer has a ticket in Zendesk
- Ensure that the customer is up-to date on the status of the ticket
- Collaborate with Implementation team and Dev team to resolve tickets as required
- Identify the root cause of the issues raised and provide inputs to appropriate team to solve
the issue permanently
- Coordinate with development team for issues that require development work
Update HA management on the SLA reports on weekly basis.
Present monthly status with each customer on the tickets/upgrades
Ensure any CA upgrades are managed for customers
OS updates, patches and security aspects are handled at appropriate time
Take over transition from the implementation team once the warranty period is
over
Provide any ad-hoc reports or any other support the customer requires
Span of Experience
Minimum of 10 years experience
Required Work Experience
Relevant experience in areas mentioned under Responsibilities

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Education-

UG:Any Graduate - Any Specialization, B.Tech/B.E. - Any Specialization

PG:M.Tech - Any Specialization, MCA - Computers, MS/M.Sc(Science) - Any Specialization

Company Profile

Health Asyst Private Limited

HealthAsyst is a technology company with a strong track record of successful products and services engagements across the Healthcare industry spectrum since 1999. HealthAsyst offers a whole gamut of software services helping clients effectively address their operational challenges and grow their businesses stronger. Some of our services include software development, mobile application development, ICD 9-10 implementation & healthcare integration. HealthAsyst combines strong domain expertise, proven processes and flexibility in engagements to make every service engagement a success.

Leveraging its market insights and strong R&D focus, HealthAsyst has developed a range of software products for the Healthcare Industry. HealthAsyst products enhance quality of patient care &, improve patient safety, allowing its clients & partners to grow their business while controlling costs. HealthAsyst’s product development process is guided by a formal validation process. HealthAsyst meets clients and prospective clients to fully understand their business operations, their software needs, and the challenges they face in the market. This feedback is used to ensure that the software HealthAsyst develops meet real-world needs. HealthAsyst is committed to ensuring its clients stay ahead of the game. With a combination of technology skills, innovative solutions, domain expertise and a commitment to long-term client relationships, HealthAsyst provides value to its clients by improving quality and reducing costs.
Kindly send in your resumes to hr@healthasyst.com
View Contact Details+

Recruiter Name:Sima

Contact Company:Health Asyst Private Limited

Salary

Not Disclosed by Recruiter

Role Category

Project Management

Role

Project Manager-IT/Software

Employment Type

Full Time, Permanent