San Mateo Categories:
SaaS Product Support and Deployment Manager Provade
Job Description:General Requirements
Provide daily management of the Technical Help Desk
Promote the Support organization to clients and internal management
Assume responsibility for deployed applications, and ensure systems are performing and available
Provide daily direction for staff, serve as escalation point when needed
Ensure support team is meeting Service Level Agreements, including uptime, fix time, and quality standards
Prioritize issues among multiple clients as resource constraints arise
Analyze performance of support organization through statistical reporting
Ensure active development is smoothly transitioned from the development team to the support team
Manage deployment activities for enhancements and new customer deployments
Coordinate with account management team on daily contact with clients and partners
Desired Skills & Experience
Project Management experience (certification preferred)
Bachelors degree in IT or related field
4 to 6 years related experience
Understanding of staffing / MSP / VMS business processes and their relation to technology
Strong customer service skills
Ability to multitask and prioritize simultaneous assignments
Ability to complete assignments with minimal direct supervision
Strong organization and time management skills
Keep detailed records regarding problems, causes, and resolutions
Hands on experience with software delivery -- functional requirements, technical specifications, test plans, implementation, follow-up
Practical hands on experience with VMS applications in a problem solving capacity
Ability to manage technical and non-technical resources
Ability to manage multiple internal and external stakeholders
| Location: | 999 Baker Way Suite 120 San Mateo, CA 94404 United States |
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Provade
Investors: Altos VenturesAll Jobs: at Provade
| Web Site: | www.provade.com |
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| Headquarters: | 999 Baker Way Suite 120 San Mateo, CA 94404 United States |
| Industry: | Software |
