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Manager - Technical Support

Gurgaon (Haryana), India
Information Technology
Req ID:

Job Description

Key responsibility is to lead the Level 2 support for SE.com (Global and Country Websites), APC.com, ascopower.com and greenstruxure.com. It involves working with the global team and partners for integration and solution delivery.



  • Overall 8-10 Years of Support (L1&L2) experience on Front end (Websites)
  • In-depth knowledge of the architecture of current/previous projects.
  • Strong domain knowledge of Web technology and Internet Domain.
  • Experience with L2 support process and monitoring.
  • Experience in Analyzing, investigating, and identifying the root cause of complex customer issues, and communicate findings to the relevant group for resolution.
  • Experience in collaborating with the L3 team on code delivery.
  • Creating monthly support performance report and leading retrospectives with solution owner.
  • Experiencing in handling monitoring alerts and critical incident management process.
  • Experience in working with cross-functional teams to meet SLAs and web satisfaction score.
  • Experience in working with the Global team/Multi-Cultural Environment.




Technical Skills:

  • Experience in support of Global and Countries websites hosted on Enterprise Content Management System.
  • Experience in troubleshooting on Linux servers.
  • Experience in the Chrome Developer console and Dynatrace.
  • Knowledge of AWS Cloud.

 Soft Skills:

  • Customer First Mindset to provide best-in class customer experience.
  • Possess analytical and conceptual thinking skills.
  • Good verbal and written communication skills.
  • Proactive and leadership skill to manage critical issues.
  • Identify process improvement opportunities.


Graduate/Post Graduate in Computer Science or Information Technology or Electronics

Schedule: Full-time
Req: 006ZVN
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