Role Overview:

We are looking for a dynamic and experienced SaaS Product Application Support Manager to oversee L1, L2, and L3 support for our client's SaaS platform. You will be responsible for team leadership, proactive SaaS infrastructure monitoring, client escalations, and adherence to SLAs. Your expertise in .Net Core, Azure, and Angular, along with your leadership skills, will be essential in maintaining service availability, driving team performance, and improving customer satisfaction.

Key Responsibilities:

Team Leadership:

Lead and manage a geographically dispersed support team across multiple time zones (L1, L2, L3).
Develop and implement scalable support models to accommodate a growing client base.
Define roles and responsibilities for efficient incident resolution and client support.

Support Operations:

Develop and enforce SLAs for incident response and resolution to meet client expectations.
Implement proactive monitoring and alerting to mitigate issues before they impact clients.
Foster a culture of continuous improvement through training, knowledge sharing, and refining processes.

Client Interaction:

Serve as the primary point of contact for escalated client issues, ensuring prompt and effective resolution.
Collaborate with account management and customer success teams to enhance client satisfaction.

SaaS Infrastructure Monitoring:

Oversee health and performance monitoring of SaaS infrastructure, identifying opportunities for optimization.
Implement robust disaster recovery and business continuity plans to minimize service disruptions.

Technical Expertise:

Utilize expertise in .Net Core, Azure, and Angular to troubleshoot complex issues and guide your team in effective problem-solving.
Work closely with development teams to prioritize bug fixes and product enhancements based on support insights.

Reporting and Analysis:

Generate regular reports on support metrics, including ticket volumes, resolution times, and customer satisfaction.
Analyze data to identify trends, root causes of recurring issues, and opportunities for service improvement.

Requirements:

Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
Proven experience managing support teams for SaaS products.
Deep understanding of SaaS architecture and cloud-based technologies, including .Net Core, Azure, and Angular.
Experience in building and scaling support operations for growing client needs.
Excellent leadership, communication, and interpersonal skills.
Certification in ITIL or similar frameworks is a plus.

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