Nagarro · 21 hours ago
Associate Principal Engineer - Delivery Manager
United States
Full-time
Remote
Mid, Senior Level, Lead/Staff
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Responsibilities
Manage the Support Technical teams who support our enterprise ecosystem of software, such as Salesforce, Content Management systems (Magento and Drupal) and Integrations with other systems.
Develop a Support team of Developers and Quality Analysts with the appropriate experience, knowledge, and skill sets to interact with various client stakeholders.
Lead & mentor and further evolve/mature the Support team.
Ensure that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
Manage customer escalations and communication of issue on a regular frequency through the life of the triage.
Ensure all post- root cause analysis is documented, reviewed and shared.
Monitor ticket management to ensure the highest level of quality, delivery, and timeliness.
Understand product solutions and business drivers to support prioritization and management of work in accordance with business needs.
Identify and solves evolving gaps and emerging needs in skills, processes, tools, and capacity to support a scalable, cost-effective team.
Identify opportunities for improvement to ensure a positive customer experience.
Demonstrate dynamic leadership and effective communication that promotes an engaged employee culture and provides recognition and opportunities for professional development.
Create and maintain relationships with cross functional teams to discuss and support issues and projects spanning multiple areas.
Track metrics against defined SLA's adjusting performance as required.
Present coaching opportunities for maximizing performance based on support performance, team metrics, challenges, and opportunities.
Excellent communication skills able to convey issues of all types to a variety of audiences with excellent written and verbal communication skills.
Strong process management, analytical and technical skills Excellent judgment and business knowledge with a keen ability to assess people, processes, and products.
Experience working with enterprise incident management systems (i.e., Service Now, ADO, JIRA)
Experience working with offshore teams who supplement the onshore workforce.
Ability to resolve issues and exhibit strong initiative in a demanding environment.
Experience delivering complex systems integrated systems
Eagerness and willingness to learn new technologies.
Qualification
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Required
Manage the Support Technical teams who support our enterprise ecosystem of software, such as Salesforce, Content Management systems (Magento and Drupal) and Integrations with other systems.
Develop a Support team of Developers and Quality Analysts with the appropriate experience, knowledge, and skill sets to interact with various client stakeholders.
Lead & mentor and further evolve/mature the Support team.
Ensure that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
Manage customer escalations and communication of issue on a regular frequency through the life of the triage.
Ensure all post- root cause analysis is documented, reviewed and shared.
Monitor ticket management to ensure the highest level of quality, delivery, and timeliness.
Understand product solutions and business drivers to support prioritization and management of work in accordance with business needs.
Identify and solves evolving gaps and emerging needs in skills, processes, tools, and capacity to support a scalable, cost-effective team.
Identify opportunities for improvement to ensure a positive customer experience.
Demonstrate dynamic leadership and effective communication that promotes an engaged employee culture and provides recognition and opportunities for professional development.
Create and maintain relationships with cross functional teams to discuss and support issues and projects spanning multiple areas.
Track metrics against defined SLA's adjusting performance as required.
Present coaching opportunities for maximizing performance based on support performance, team metrics, challenges, and opportunities.
Excellent communication skills able to convey issues of all types to a variety of audiences with excellent written and verbal communication skills.
Strong process management, analytical and technical skills.
Excellent judgment and business knowledge with a keen ability to assess people, processes, and products.
Experience working with enterprise incident management systems (i.e., Service Now, ADO, JIRA).
Experience working with offshore teams who supplement the onshore workforce.
Ability to resolve issues and exhibit strong initiative in a demanding environment.
Experience delivering complex systems integrated systems.
Eagerness and willingness to learn new technologies.
Company
Nagarro
Nagarro helps future-proof your business through a forward-thinking, fluidic, and CARING mindset.
Founded in 1996
10,001+ employees
H1B Sponsorship
Nagarro has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (249)
2022 (238)
2021 (163)
2020 (223)
Funding
Current Stage
Public CompanyTotal Funding
unknown2024-10-16Acquired· by Warburg Pincus
2020-12-16IPO· fra:NA9
Leadership Team
Manas Fuloria
Co-founder and Custodian of Entrepreneurship in the Organization
Sunil Kanderi
Co-Founder and Managing Director
Recent News
Seeking Alpha
2024-11-15
MarketScreener
2024-10-16
2024-10-16
Company data provided by crunchbase
