Excellent opportunity:A global leader in integrated Web, data & email security solutions is loo

Dear Candidate, Greetings, Ethos HR Management & Projects Pvt. Ltd. is an Ahmedabad based leading HR consulting company dealing in the areas of Talent Acquisition, Talent Development and Talent Deployment & Outsourcing since year 2002 to all the big IT and non-IT companies PAN India. Currently we are Resourcing Partners of Thermax, Daniel Measurement, Lucy Electric, Lear Corporation, Haldia Petrochemicals, Atul Ltd., SHV Energy (Super Gas), Anil Products Ltd., Arvind Mills, Jindal Saw Ltd., Shell, JMC Projects, Shapoorji Pallonji, Femicare, Intas Biotech, BA Research, Claris Lifesciences, Lambda Therapeutic, Xcelleris, Veeda Clinical Research, CMC (A TATA Enterprise), TCS, Patni Computers, Wipro, Polaris, 3i InfoTech Ltd. (Formerly known as ICICI InfoTech Ltd), PMC, Xilinx, KPIT, Persistent Systems, Sharekhan, HDFC Securities, Anagram, Kotak Securities, HSBC Bank, Yes Bank, Standard Chartered Bank, and almost all big the IT and non IT companies PAN India. Ethos, headquarter at Ahmedabad having branch and associate offices at Baroda and Pune to cater to the needs of our valued clients with a team of 50+ professionals. One of our client a global leader in integrated Web, data and email security solutions, providing Essential Information Protectionâ„¢ for more than 44 million employees at organizations worldwide is looking for Technical Support Supervisor @ Chennai. Details of the requirement are given below for your reference. Job Summary The Technical Support Supervisor drives service delivery improvements to ensure a world class customer experience across all company products. He/she owns the strategy, goals and plans for their team's success, is a key contributor to shaping the business strategy and will provide gap analyses between the as-Is and to-be solutions. This leader works cross-functionally with business leaders, functional leaders, and other organizations both inside and outside of the company. Essential Functions • Manage the coordination of the activities of the APAC Sydney support team with responsibility for results, including Customer retention, costs, methods and staffing. • Deliver the highest levels of customer satisfaction and loyalty, through managing a team of support engineers. The primary responsibility of the TS Manager is to resource, organize, and facilitate a team of Support engineers in providing high quality, accurate and timely customer support. • Lead the team to achieve key goals such as overall customer satisfaction, responsiveness and time to resolution. This will involve continuous improvement of support processes and working practices, based on customer and staff feedback. • Provide primary interface into support organization for other lines of business by establishing operational relationships within APAC Sales and Services organization. Act as an escalation point for high severity customer issues that arise from within the team; directly from customers; or from other companys functions. • Coordinate and manage team of Support Engineers, including key functions such as performance management, recruitment, induction, staff development and motivation. • Creatively manage and allocate resources to ensure that there is appropriate availability and skill within the team, to resolve customer issues in an optimum timeframe. • Monitor and manage according to key metrics which will measure the effectiveness of the team in meeting key goals such as customer satisfaction and productivity. Continuously seek to improve processes and working practices to ensure that these goals are achieved. • Act as an escalation point for high severity customer issues that arise from within the team; directly from customers; or from other companys functions such as Sales. • Regularly meet with companys customers in the APAC region to gather direct customer feedback, educate on support processes and promote companys support services. • Build effective working relationships with other functions such as Sales, Professional Services and Pre-Sales to ensure smooth information flow in support of key customer facing activities. • Manage customer escalations for cases in the APAC team. Responsible for defining, communicating and managing the resolution plan. Responsible for ensuring proper resources are added to the escalation as required. • Ensure customer cases requiring the aid of the CSRT teams are prioritized based on customer urgency and accurately reflect the customers' needs. Ultimately responsible for acting on the customers behalf to ensure quick resolution time. • Perform other duties and projects as assigned Education and Experience • Bachelor's degree in Computer Science or Information Systems or equivalent experience. • Minimum 3 years team lead/management experience in a technical support including time within a customer facing role. • At least 6 years in technical product support or information systems environment supporting business-to-business customers. • Minimum 3 years experience with at least 2 of the following: Please mention Yes /No • Network (LAN or WAN) - • Firewalls- • Computer Support Operations - • Service Level Agreements - • 24/7 support- • Product Development- • Unix- • NT/2000- • Knowledge of multiple networking and security products. Soft Skills • Strong problem solving background, with an understanding of the customer support environment • Strong leadership qualities to lead staff to efficiency • Ability to coordinate multifunctional, multinational and multicultural teams. • Ability to multitask. • Ability to develop and present trends and data to management. • Very strong verbal and written communication skills, when dealing with both technical and non-technical people in all levels of an organization. • Ability to listen and respond well in a sometimes chaotic and highly pressured environment. • Facilitation skills and ability to coordinate and lead meetings. • A strong integrity to represent Websense well in customer escalations. • Able to plan and execute projects. • Able to manage complex and stressful situations. • Able to hire, coach, mentor, and discipline employees. • Excellent verbal and written communications with outstanding analytical and problem solving skills are essential Preferred Skills and Background • CCNA preferred • SCP experience is preferred, but not essential If you are looking for exciting and challenging growth opportunity, please forward your updated word format CV with following details on priority: 1) Total Experience : 2) Relevant Experience : 3) Current Remuneration : 4) Expected Remuneration : 5)Current Location : 6) Notice Period: 7) Qualification : 8) Contact Number: With regards, Charmaine Figueiredo charmainef@ethoshr.net Ethos HR Management & Projects Pvt. Ltd. An Attitude To Reach to An Altitude Ph. # 079-40056789 / 40223430 /9099716454 URL: www.ethosindia.com