Manager IT Support – After Sales
As a Manager of IT Support your responsibilities are to monitor software processes, integrate systems and troubleshoot any software/ IT modules/process issues. Join us in revolutionizing the way warehouses operate by automating material handling systems! Be part of a multidisciplinary culture with a diverse mindset! As the largest robotics company based out of India, Addverb provides the chance to work alongside intellectual minds and be part of a collaborative, dynamic culture. With international exposure and a flexible work environment based on freedom with responsibility, Addverb offers endless opportunities for growth and learning.
Role Overview:
The Manager IT Support role is based out of the software development center in Noida. The purpose of the role is to monitor software process, integrate systems and troubleshoot any software/ IT modules/process issues during pre-production, project Go-Live and post project handover to the client. Develop and maintain strong documents and processes for IT
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Noida
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After Sales
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Full-time role
Responsibilities
- Provide 24/7 support for system issues, verify application status, and offer remote or onsite assistance post-handover.
- Provide SOP documents to clients, summarize processes, and serve as a point of escalation for support issues.
- Check and debug application logs during issues; resolve escalated system breakdowns due to server crashes.
- Facilitate core team resolution for critical post-go-live issues.
- Ensure understanding and compliance with the Functional Specification Document.
- Document reported issues and resolution steps, ensuring quality and adherence.
- Develop and maintain IT processes and troubleshooting documentation.
- Review team status reports, provide feedback, discuss action plans, and close open points within timelines.
- Translate department goals into individual goals and communicate expectations.
- Conduct quarterly reviews to assess and improve individual and team performance.
- Provide guidance, mentorship, and support to achieve performance targets, ensuring cross-functional support when needed.
- Foster a collaborative and positive work environment.
- Develop and deliver IT training programs for end-users.
- Update the skill matrix quarterly and implement actions to improve team skills.
Key Skills, Qualifications, and Required Years of Experience
- Minimum Qualification of BCA, B. Tech- CS, IT
- 6-8 years of relevant experience
- Prior experience in Linux, SQL, Python/Java, Kubernetes, Root Cause Analysis, Incident and Release Management, WMS and MS Office
- Task orient - Ensures that problems faced by customers and employees are solved