Product Support Manager
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Job Location:
Chantilly, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Description:
What You Will Be Doing:
Acting as the lead Tier 2 point of contact for support operations on the IT Governance and Strategy team with responsibility over New Relic Atlassian JIRA Atlassian Confluence and Atlassian Crowd effectively managing in-take of Tier 1 requests from the ARC Help Desk and/or directly from end-users.
Collaborating with team leads from other support organizations to improve or optimize coordination of support activities including identifying opportunities for improving system integration process integration and communication plans.
What You Need to Bring to the Table:
Preferred BA/BS in a relevant field or equivalent work experience REQUIRED.
2-3 years proven experience in product support roles preferably in an enterprise corporate setting REQUIRED.
Experience interacting with end-users in the context of support/service requests REQUIRED.
Experience with EasyVista and/or Jira REQUIRED.
Knowledge and experience with a support model that has Tier 1 Tier 2 and Tier 3 organizations REQUIRED.
Job Description
Act as the lead Tier 2 point of contact for support operations on the IT Governance and Strategy team with responsibility over New Relic Atlassian JIRA Atlassian Confluence and Atlassian Crowd effectively managing in-take of Tier 1 requests from the ARC Help Desk and/or directly from end-users. You will triage requests prioritize them based on business impact urgency and severity and work to resolve them in a timely mannger either by implementing a resolution yourself delegating to a team member or escalating to Tier 3 support. You will lead collaboration with team leads from other support organizations to improve or optimize coordination of support activities including identifying opportunities for improving system integration process integration and communication plans.
Job Responsibilities
Coordinate in-take of service requests and incidents from Tier 1 support teams and directly from end-users
Triage incoming requests to understand content and prioritize according to business impact
Assist internal Tier 2 support team in delivering solutions for customer service requests
Manage the approval process for service requests
Implement changes in JIRA Confluence Crowd or New Relic where using the Admin UI is possible to do so
Coordinate with other support teams for improving support processes including potentially integrating multiple support systems through webhooks and/or automated rules
Coordinate escalation of service requests to third-party Tier 3 support partner and ensure efficient delivery of resolution(s)
Qualifications
Education:
Preferred BA/BS in a relevant field or equivalent work experience
Experience:
2-3 years proven experience in product support roles preferably in an enterprise corporate setting
Skills & Abilities:
Experience interacting with end-users in the context of support/service requests
Leadership and self-organization skills in being a proactive service provider
Experience with EasyVista and/or Jira
Knowledge and experience with a support model that has Tier 1 Tier 2 and Tier 3 organizations
Effective communication skills using phone video calls chat and ticket updates.
Strong customer focus with empathetic approach
Acting as the lead Tier 2 point of contact for support operations on the IT Governance and Strategy team with responsibility over New Relic Atlassian JIRA Atlassian Confluence and Atlassian Crowd effectively managing in-take of Tier 1 requests from the ARC Help Desk and/or directly from end-users.
Collaborating with team leads from other support organizations to improve or optimize coordination of support activities including identifying opportunities for improving system integration process integration and communication plans.
What You Need to Bring to the Table:
Preferred BA/BS in a relevant field or equivalent work experience REQUIRED.
2-3 years proven experience in product support roles preferably in an enterprise corporate setting REQUIRED.
Experience interacting with end-users in the context of support/service requests REQUIRED.
Experience with EasyVista and/or Jira REQUIRED.
Knowledge and experience with a support model that has Tier 1 Tier 2 and Tier 3 organizations REQUIRED.
Job Description
Act as the lead Tier 2 point of contact for support operations on the IT Governance and Strategy team with responsibility over New Relic Atlassian JIRA Atlassian Confluence and Atlassian Crowd effectively managing in-take of Tier 1 requests from the ARC Help Desk and/or directly from end-users. You will triage requests prioritize them based on business impact urgency and severity and work to resolve them in a timely mannger either by implementing a resolution yourself delegating to a team member or escalating to Tier 3 support. You will lead collaboration with team leads from other support organizations to improve or optimize coordination of support activities including identifying opportunities for improving system integration process integration and communication plans.
Job Responsibilities
Coordinate in-take of service requests and incidents from Tier 1 support teams and directly from end-users
Triage incoming requests to understand content and prioritize according to business impact
Assist internal Tier 2 support team in delivering solutions for customer service requests
Manage the approval process for service requests
Implement changes in JIRA Confluence Crowd or New Relic where using the Admin UI is possible to do so
Coordinate with other support teams for improving support processes including potentially integrating multiple support systems through webhooks and/or automated rules
Coordinate escalation of service requests to third-party Tier 3 support partner and ensure efficient delivery of resolution(s)
Qualifications
Education:
Preferred BA/BS in a relevant field or equivalent work experience
Experience:
2-3 years proven experience in product support roles preferably in an enterprise corporate setting
Skills & Abilities:
Experience interacting with end-users in the context of support/service requests
Leadership and self-organization skills in being a proactive service provider
Experience with EasyVista and/or Jira
Knowledge and experience with a support model that has Tier 1 Tier 2 and Tier 3 organizations
Effective communication skills using phone video calls chat and ticket updates.
Strong customer focus with empathetic approach
Additional Details
- Preferred Pay Rate Range : BR-70/hour
- FLSA Exemption Status : Non-Exempt/OT Eligible
- Will the worker be handling cash : No
- Will the worker be driving a vehicle : No
- What type of vehicle will the worker be driving : (No Value)
- What will the worker be transporting : (No Value)
- Provide details regarding what the worker will be transporting : (No Value)
- Does this job require the worker to be fully vaccinated against COVID-19 : No
- Work Hours : 1st Shift
- Select the time zone of the work hours. : EST
- Go To Work : No
- Provide specific details regarding work schedule or hours. : Exact hours to be determined but will be closely aligned to first shift ET (e.g. 8-4 or 9-5)
- Is this position fully remote : Yes
- Skill Category : IT
- If there is a special recruitment reason please select the reason. If not please leave as No : No
- Alternative Job Title if different than Job Posting Template Title : None
- Do you have a pre-identified candidate for this position : No
- If yes what is their name : (No Value)
