About the Job
This role encompasses managing the operations & technical support team working US hours and work closely with relevant Global teams to provide support to our customers. This role will also be accountable for providing a long term tools strategy, ensuring right tools are available to improve overall service quality, Metrics and Processes.

Responsibilities
* Review the team's Productivity daily and ensure that the operation is works like a well oiled machine to reduce backlog and TTR (Time to Resolve).
•Lead and manage cross functional requirements and verify implementation according to project plan.
* Willingness to work US business hours.
* Mentor and develop individuals on the team.
* Participate and lead global Customer Care, Service and Support and India center initiatives.
* Staff and manage the technical support team working US hours in Bangalore.
* Manage Customer escalations.
* Identify and specify requirements for tools to help increase overall Service Quality and Engineer Efficiency and supportability of the products.

Qualifications:

Basic Qualifications

* 8 years industry experience
* 3 years of experience with building and managing a high performance technical team providing mission critical support or equivalent experience.

Desired Qualifications

 Experience in engineering, systems administration, engineering support or consulting within the CDN area.
•2 years experience in building and managing support teams.
•Strong communication skills disseminate information in a clear manner to both business and technical audience and lead discussions.
•Program Management and Project Management experience; coordinate and prioritize different activities and work streams.
•Solid understanding of the global support business and support models and ability to identify areas for automation and improvement.
•Demonstrate experience writing business requirements and good understanding of software development life cycle.
•Understand technical complexities with working in a distributed computing environment.
•Knowledge of Internet fundamentals including HTTP, DNS, Web servers, Streaming, Routing, etc., is essential.
•Familiarity and comfort with working in Linux/Unix environment.
•Perl/bash scripting knowledge is a plus.
* Strong team player who enjoys working in a fast paced team atmosphere.
* Familiarity with Automated Call Distribution (ACD) and at least one CRM system such as Siebel/Remedy.