???? Location: Hybrid - India
???? Job Type: Full-time
???? Posted On: Dec 18, 2024
⏳ Experience Required: 10-12 years
We are seeking an experienced Technical Support Operations Manager to lead and enhance our NDC product support operations. This role requires a highly motivated individual with deep airline industry knowledge, technical expertise, and a proven track record in managing support operations.
The ideal candidate will address critical challenges, such as backlog management, process improvement, and cross-functional collaboration, while aligning support operations with the organization’s strategic goals to deliver world-class NDC solutions.
???? Operations Management
✔ Establish and enforce ITIL-based support processes for incident, problem, and change management.
✔ Define and implement triaging mechanisms for efficient ticket assignment and resolution.
✔ Leverage ticketing systems and data analytics to proactively identify and address issues.
✔ Develop strategies to eliminate backlog and prevent similar escalations in the future.
???? Collaboration & Cross-Functional Engagement
✔ Work closely with product, development, testing, customer support, and account management teams for seamless issue resolution.
✔ Act as a bridge between support and development teams for bug fixes, product changes, and feature updates.
???? Team Leadership & Development
✔ Build and nurture a high-performing support team with strong product knowledge.
✔ Foster a culture of ownership, accountability, and continuous learning.
✔ Provide regular training on API tools, debugging techniques, and product troubleshooting.
???? Technical Expertise & Problem-Solving
✔ Analyze and debug complex Product/API issues using logs and diagnostics.
✔ Collaborate with development and product teams for technical issue resolution and product enhancements.
✔ Oversee deployments and post-deployment support for NDC products.
???? Stakeholder & Customer Engagement
✔ Act as a key escalation point, working with airline partners and internal stakeholders to resolve issues.
✔ Ensure timely communication and resolution to build trust with customers and partners.
???? Process Improvement
✔ Analyze recurring issues and implement process improvements to reduce ticket volumes and increase product reliability.
✔ Develop a structured knowledge base to improve team efficiency and issue resolution times.
✔ Utilize data analytics to drive proactive problem management.
???? Customer-Centric Focus
✔ Adopt a customer-first approach to resolving issues with minimal business impact.
✔ Drive operational efficiency to enhance airline NDC product adoption and volumes.
???? Experience:
✔ 10-12 years in technical support or operations management, with a strong focus on airline or travel technology.
✔ Proven ability to manage large-scale ticket backlogs and implement ITIL processes.
???? Technical Expertise:
✔ Strong understanding of airline NDC systems, GDS platforms, and industry standards.
✔ Proficiency in API tools, error analysis, and debugging logs.
✔ Hands-on experience with ticketing tools like Jira, ServiceNow, or equivalent.
✔ Knowledge of cloud technologies, SDLC methodologies, and deployment processes.
???? Management Skills:
✔ Ability to lead cross-functional teams and collaborate with stakeholders.
✔ Expertise in data analytics for issue resolution and trend identification.
✔ Proven track record in team building and fostering a knowledge-sharing culture.
???? Soft Skills:
✔ Excellent communication and interpersonal skills for stakeholder and customer engagement.
✔ Ability to manage escalations, prioritize tasks, and deliver under pressure.
✔ Strong analytical and decision-making abilities.
???? UI Lead – Kochi, Kerala | Full-time
???? Technical Lead – Kochi, Kerala | Full-time
???? Inside Sales Representative (B2B Flight Booking Portal) – Hybrid, India | Full-time
???? Join us and drive excellence in NDC product support operations!
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