Technical Support Manager

Design and implement a robust incident management process in the organisation Contribute in establishing best practices in the organisation for improving customer satisfaction Establish processes to improve customer experience in an incremental manner using data-driven approach Drive RCAs and follow-up with stakeholders in closing the action items Define Ticket severity framework and SLA structure Manage customers in case of escalations and critical outages Collaborate and coordinate with internal teams to resolve customer escalations Develop automation mindset in the team to reduce toil in the team Develop a strong understanding of different LendingKart products and customer support processes Create an effective bug tracking and reporting mechanism and present to different stakeholders