Asst Manager Som (support Operations & Maintenance) Job in Detect Technologies
Asst Manager Som (support Operations & Maintenance)
- Chennai, Tamil Nadu
- Not Disclosed
- Full-time
Assistant Manager SOM (Support Operations & Maintenance)
Location: Chennai (Work from Office)
Job Type: Full-Time
Experience: 3 to 6 Years (with at least 1+ year in a lead/senior role)
About the Role
We are looking for a proactive and people-oriented Assistant Manager SOM to join our Chennai HQ. This is a hybrid role that blends technical product support, process optimization, and team leadership. You'll play a key part in driving daily operations, mentoring the support team, optimizing processes, and ensuring timely and high-quality deliverables.
Key Responsibilities
- Serve as the point of contact for support escalations and team-related queries.
- Troubleshoot client-side issues and provide clear resolutions or workarounds.
- Deliver exemplary support to both internal and external stakeholders.
- Analyze and improve end-to-end product support processes.
- Lead automation initiatives to reduce manual work and streamline workflows.
- Monitor SLA/KPI compliance, proactively addressing potential delays.
- Take ownership of team outputs and deliverables, ensuring consistency and quality.
- Maintain and contribute to internal documentation and knowledge bases.
- Provide insights from support trends to aid product and customer experience improvements.
- Promote a collaborative, learning-focused team culture.
- Identify skill gaps and recommend training/tools for team development.
- Manage and track support tickets, ensuring timely resolution and SLA adherence.
- Collaborate cross-functionally using support tools and integrations.
- Utilize browser DevTools to inspect HTML/CSS, debug JS errors, and analyze console logs.
Acceptance Criteria
Experience:
- 4 6 years in customer/product support.
- 1+ year in a leadership or senior support role.
Technical Skills:
- Proficient with Jira or similar support platforms.
- Strong debugging skills using browser developer tools.
- Knowledge of HTML, CSS, JavaScript errors, caching, and browser compatibility.
- Experience with RESTful APIs testing and debugging via Postman or similar tools.
- Familiar with user authentication, including SSO (SAML, OAuth2).
- Understanding of network fundamentals: DNS, HTTP/S, SSL, proxies, firewalls.
Soft Skills:
- Strong communicator with excellent people management skills.
- Strategic thinker with a tactical mindset for driving support success.
- Adaptable and capable of handling multiple priorities.
- Willingness to work in shifts and travel on-site when required.
If you're passionate about leading support teams and driving operational excellence, apply now to become part of a growing, customer-centric organization.
