Job Details

Support Services Manager
Location Karachi
Job Code 504
# of openings 1
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VentureDive Overview

Founded in 2012 by veteran technology entrepreneurs from MIT and Stanford, VentureDive is the fastest growing technology company in the region that develops and invests in products and solutions that simplify and improve lives of people world-wide. We aspire to create a technology organization and an entrepreneurial ecosystem in the region that are recognized as second to none in the world.

 

Key Responsibilities

  • Managing the 24/7/365 support services operations
  • Managing a team of support engineers to provide L1-L3 support to clients
  • Defining and implementing industry standard processes and metrics for 24/7/365 support services
  • Serve as the primary point of contact for customers as well as internal stakeholders 
  • Managing onboarding of new clients including client communication, platform and support needs understanding, tools and environment setup, knowledge base creation and team readiness 
  • Creating and managing shift rotations for ensuring 24/7/365 services
  • Ensuring compliance of customer SLAs by driving issues from identification to resolution within agreed time limits
  • Ensuring compliance of internal KPIs
  • Managing billing for L3 support services
  • Identifying and managing training needs for team members


Required Qualifications

  • Bachelors in Computer Science
  • 7-8 years of overall experience with 2-3 years of experience in managing a large scale 24/7/365 technical support team
  • Excellent communication skills
  • Working knowledge of cloud and on-prem infrastructure
  • Excellent analytical and troubleshooting skills
  • Process orientation hand in hand with flexibility around business needs


What we look for beyond required skills

In order to thrive at VentureDive, you

…are intellectually smart and curious

…have the passion for and take pride in your work

…deeply believe in VentureDive’s mission, vision, and values

…have a no-frills attitude

…are a collaborative team player

…are ethical and honest

Are you ready to put your ideas into products and solutions that will be used by millions?

You will find VentureDive to be a quick pace, high standards, fun and a rewarding place to work at. Not only will your work reach millions of users world-wide, you will also be rewarded with competitive salaries and benefits. If you think you have what it takes to be a VenDian, come join us ... we're having a ball! 

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