Assistant Manager - Product Support

ROLE SUMMARY

We are seeking a detail-oriented and customer-focused Product Support person to manage technical issues related to our Tata Play. The ideal candidate must possess - ability to work collaboratively across teams to ensure a seamless customer experience. He / she will be responsible for analysing datasets (Support tickets), generating actionable insights, and supporting strategic decision-making across Product support

KEY DUTIES AND RESPONSIBILITIES

Serve as the primary contact for technology escalations and all the product issues.

Collaborate with cross-functional teams (Product, CO) to support data-driven initiatives.

Ensure timely resolution of Technology incidents to minimize service disruptions.

Collaborate with engineering and product teams to identify root causes and implement long-term solutions.

Coordinate with technical teams to investigate and resolve incidents

Collaborate with Customer Ops and Process excellence teams ensuring the NFTR is met as per SLA.

Maintain and update knowledge base articles and support documentation.

Incident Reporting and Analysis- Analyse incident trends and recurring issues

Monitor key performance indicators (KPIs) and flag anomalies or opportunities .

TECHNICAL COMPETENCIES

Technology Strategy

Operational Excellence

Application Support

Quality Control & Assurance

Ticket Audits

PREFERRED EXPERIENCE

Min 5 yrs experience into application / product support