Senior Support Lead - ITSM, Telecom

About the role

The Senior Product Support Lead plays a crucial role in enhancing customer satisfaction by executing continuous improvement activities and providing expert technical assistance. This position involves leading root cause analyses for critical issues and collaborating with cross-functional teams to ensure that product quality aligns with customer needs.

What you'll do

• Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Employing Advanced Troubleshooting Techniques And Ensuring Timely Resolution Using Tools…
• Conduct Root Cause Analysis For Critical Issues, Employing Methodologies Such As The Five Whys And Fishbone Diagram
• Collaborate Closely With Product Management, Development, And Qa Teams By Providing Actionable Feedback On Product Enhancements And Influencing Product Design Strategies…
• Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues By Utilizing Diagnostic Tools And Knowledge Management Systems
• Drive Continuous Improvement Initiatives For Support Processes And Workflows

What you need

• Telecom
• Root cause analysis
• Troubleshooting
• ServiceNow
• JIRA
• Any graduate

Good to have

• ITIL