ShopSe - Product Support Manager - Java Applications (5-8 yrs)

Product Support Manager Job Description

Job Summary :

We are seeking a dynamic and experienced Product Support Manager to lead our product support team. This individual will ensure seamless support for our applications, APIs, and systems, while delivering a superior experience to stakeholders.

The ideal candidate will have a strong technical background and excellent leadership skills, capable of bridging the gap between technical teams and customers.

Key Responsibilities :

Team Leadership and Stakeholder Management :

- Lead and mentor a team of product support specialists to ensure high-quality support delivery.

- Collaborate with developers, DevOps, and other technical teams to resolve issues.

- Act as the primary point of contact for escalated incidents and manage stakeholder expectations.

Technical Support and Troubleshooting :

- Oversee the diagnosis and resolution of complex technical issues across Java-based applications, APIs, and databases.

- Guide the team in performing root cause analysis (RCA) for recurring problems and implement preventive measures.

- Work closely with developers to address bugs, ensuring timely resolution.

UAT and Post-Deployment Testing :

- Coordinate and participate in User Acceptance Testing (UAT) and production sanity checks for applications and APIs post-deployment.

- Conduct smoke testing to validate stability and functionality.

Documentation and Process Improvement :

- Maintain detailed documentation of issues, resolutions, and preventive actions.

- Continuously improve support workflows and define SLAs to ensure responsiveness.

- Regularly update the knowledge base for both internal and external stakeholders.

Incident and Problem Management :

- Oversee ticket management in tools like Jira, ensuring timely closure and accurate tracking.

- Proactively manage incidents, identify recurring issues, and develop strategies to mitigate them.

Database and Performance Monitoring :

- Supervise database-related issues, including MySQL and MongoDB performance monitoring and optimization.

- Ensure the availability and reliability of all supported systems.

Customer Success and Feedback :

- Monitor customer satisfaction and actively seek feedback to improve support services.

- Train the support team to deliver exceptional service that aligns with company goals.

Education Background :

- Bachelors Degree in Computer Science, Information Technology, or a related field is required.

- Masters Degree in Business Administration, IT Management, or related fields is preferred but not mandatory.

- Relevant certifications (e.g., ITIL, PMP, or certifications in database management or cloud technologies) are an added advantage.

Qualifications and Skills :

Technical Skills :

- Strong understanding of Java applications, APIs, and related technologies.

- Proficiency in database management, including MySQL and MongoDB, with skills in optimization and troubleshooting.

- Familiarity with performance monitoring tools and practices.

Managerial Skills :

- Proven experience managing teams in a tech or product support environment.

- Strong problem-solving and decision-making abilities.

- Excellent written and verbal communication skills to liaise effectively with technical and non-technical stakeholders.

Preferred :

- Experience with DevOps practices and tools.

- Knowledge of API security and performance testing frameworks.

Success Metrics :

- Reduction in average resolution time for support tickets.

- Improvement in customer satisfaction scores.

- Decrease in recurring incidents through effective RCA and prevention.

- Timely and successful UAT completion for new deployments.