Support Program Manager
SUPPORT PROGRAM MANAGER RESPONSIBILITIES
? Technical acumen to understand end-user related technical issues associated with
tooling, platforms, and access
? Ability to analyze existing issues, correlate root cause, and provide recommendations
to solve for these problem
? Understanding of the security space and able to troubleshoot security issues
? Clear communication with our team, vendors and other XFN stakeholders
? Program management skills including ability to develop status reports, ppt
presentations, etc.
? Track and analyze key operational metrics to deeply understand the support
ecosystem and help determine where to focus optimization efforts
REQUIREMENTS AND USE CASES
? Create support flow diagrams and checklist for most common technical and security
issues
? Follow existing support flow diagrams and checklist to solve technical and security
issues
? Triage, analyze, and resolve technical and security support issues for issues that fall
outside the predefined support flows
? Perform root cause analysis (RCA) and provide recommendations to resolve issues
systematically
PREFERRED QUALIFICATIONS
? Experience working with data visualization tools (e.g. Tableau)
? Expert experience working with MS Office or Google Docs
? Excellent communication and presentation skills