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Softura - Careers

A World-Class Company, Developing World-Class Software, with World-Class Talent

Support Manager


3 to 5 Years

No. of


Industry Type

Information Technology and Services; Computer Software

Essential Technical Competencies:

• Project Management for support projects
• Ticketing lifecycle (Incident, Problem and Change Management)
• Tools (ZOHO DESK, Azure DevOps and Service Now)
• Ticket triaging and perform RCA using 5Y, Fishbone or any other proven techniques
• Adhere to SLAs and on-time communication to external and internal stakeholders.

Key Skills & Responsibilities:

• Full time 3+ years minimum experience in delivering support projects using ticketing tool (Zoho/Service Now)
• Sound knowledge of ticketing lifecycle (Incident, Problem and Change Management)
• Manage tickets backlog, ticket triaging and tickets allocation based on priority
• Identify risks proactively, and should be able to manage risks and communicate to relevant stakeholders in projects
• Must have effective communication across teams and handle escalations at all levels - L1, L2 and L3
• Prepare weekly status reports and present to customer/ onsite PM on ticket status
• Must ensure teams follow the correct procedures, policies and documentation requirements across project phases
• Maintain good rapport with team and resource management skills and ability to handle complex / sensitive issues
• .NET technical background with understanding and/or experience in software development and web technologies.
• Able to understand the technical development concepts, latest software tools and technologies
• Able to guide the team through the defect fixes, testing and implementation stages and review the completed work effectively
• Identify resource and equipment requirements, efficient capacity planning and manage software and hardware availability
• Ability to match project tasks with opportunities for skill development of associates
• Perform defect triage, root cause analysis and implement corrective actions to reduce defects/ rework in project
• Co-ordinate with Delivery / Development Manager during entire project lifecycle
• Excellent Interpersonal skills
• Excellent written and verbal communication skills.

Company Overview

About Softura: Softura is a leading IT Services company with 25+ years of experience in the US and in India, delivering solutions across many industries and verticals. Powered by 400+ professionals we Discover, Define, Develop, and Deliver high-quality custom software solutions both On-Shore and Off-Shore. As a Microsoft Certified Gold Partner, we have the experience and expertise to deliver unparalleled solutions for your unique business needs.

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© 2024 Softura - All Rights Reserved
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