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Technical Application Support Manager

  • Application Deadline: May 14, 2021
  • Bengaluru
  • Application Deadline: May 14, 2021
  • Bengaluru

We at Meltwater are hiring an Application Support Manager for the team in the Bengaluru Office. It is a key technical and management role within the Global Support group. We are seeking a self-motivated, team player with strong project management experience.

As the Technical Support Manager, you need to ensure our customers are happy and supported. All issues, questions that our customers have are immediately addressed.

Support Managers work closely with the support team to ensure tickets are prioritized correctly and worked most efficiently. Managers provide mentoring/coaching and leadership to the team members both locally and across the global support team. It includes performing work reviews, ticket audits and providing the management with insight, feedback on team members

Our culture is based on a fundamental belief in people and that all of us have a passion for learning new things and continuously developing. We are actively working to build a diverse and inclusive workplace and encourage everyone to join our journey.

Key responsibilities:

  • You will be responsible for owning and coordinating projects/tasks with the Application Support team in Bengaluru.
  • Manage, prioritize and troubleshoot a pipeline of tickets, application requests, and project activities and provide technical support to the application and resolve issues. Identify trends and deliver on strategies to reduce overall ticket volumes.
  • Ensure that all projects are delivered on time, within the scope, and within budget.
  • Manage resource availability and allocation.
  • Successfully manage the relationship with the business stakeholders.
  • Technically assist the team on solutions for issues and responses to the customer.
  • Set KPIs for the team and provide feedback on the performance. Develop and implement career plans for the team.
  • Conduct and organize regular knowledge sharing/training sessions on technical and product components and ensure all the new learnings are documented.
  • Ability to manage multiple high-level tasks under pressure and also effectively work with tight deadlines.

Skills & Requirements

  • MCA/BE or equivalent.

  • 8 to 11 years of relevant experience within the Application Support role

  • Experience managing an Application Support team.

  • Experience in Reporting, Trend Analysis, Problem, and Change Management.

  • Experience in troubleshooting and problem-solving skills.

  • Customer engagement skill set.

  • Client-facing and internal communication skills (written and verbal).

  • Self-motivated and able to work independently.

  • Strong leadership skills, a proactive attitude, strong decision-making skills, continuous improvement, and a process mindset.

  • Ability to report and escalate to management.Team development and team Dynamics (team building, conflict resolutions, group behaviours, StrengthFinder).

Technical Skills:

  • Good knowledge of AWS.

  • Database understanding (Mongo, MySQL).

  • Web technologies (HTML, CSS, XSLT).

  • Understanding of scripting languages (Javascript, Python, Node JS).

Great Place to Work

  • Competitive Salary

  • Fresh fruits & free drinks

  • Internal hackathons

  • Personal Branding Support

  • Ergonomic desks and chairs

  • Great hardware

  • Opportunities to travel in Europe and the U.S.

  • Open Source Contributions

  • Conferences and Tech Talks

About the company

Meltwater, a pioneer of media intelligence and now Outside Insight, gives businesses the information advantage they need to stay ahead. More than 26,000 companies have used Meltwater’s media intelligence to stay on top of billions of online conversations and extract relevant insights to strategically manage their brands. Meltwater is dedicated to personal, global service built on the local expertise of 55 offices across six continents. Meltwater is also committed to fostering the data science ecosystem through MEST, a pan-African entrepreneurial program and incubator, and Shack15, a global data science community. Learn more at meltwater.com.

All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!

We are more than 1500 people across the globe, so there is a lot going on. We believe in diversity and inclusion, and building teams with a wide variety of backgrounds and perspectives. This approach not only raises the quality of our products for our customers, but makes collaboration along the way much more fun.

Read our underthehood blog to see which problems our engineers are solving. Also have a look at what life is like at Meltwater and visit our company profiles on LinkedIn, Xing, Facebook, and Twitter.

Chinju Balakrishnan | Contact Person

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Meltwater Product & Engineering

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