Job Description :

Role: Triage  Lead /Manager

Location: Austin, TX , no remote option

Duration : C2H/FTE


Job Description:


Lead Triage and resolve production support tickets effectively, accurately, efficiently

and be adept in problem/defect resolution.


a. Mentor and manage medium to large globally spread production support teams of

15 20 Support Engineers

b. Track application metrics, drive insights, and build reports and dashboards to

measure results against goals.

c. Liaison with business and IT to improve operational efficiencies in ecosystem

and bring in process improvements

d. Support all month end process / business events and give value propositions for

on-time period close

e. Drive periodic reviews with Facebook leads (2 - 4x / month)

f. Communicate and explain Vendor's performance, relative to KPIs and SLAs

g. Onboarding/ Offboarding, manage and resolve escalations

Improve quality and predictability of day-to-day operations of the organization,by managing when and how often change is introduced

Record and manage deviation, risks and issues related to the new or changed service, take necessary corrective actions


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