Career Opportunities:

Technical Support Operations Manager (10-12 Years)

We are seeking an experienced Technical Support Operations Manager to lead and enhance our NDC product support operations. This role requires a highly motivated individual with deep airline industry knowledge, technical expertise, and a proven track record in managing support operations. The ideal candidate will be responsible for addressing critical challenges, including backlog management, process improvement, and cross-functional collaboration, while aligning support operations with the organization's strategic goals to deliver world-class NDC solutions.

Roles and Responsibilities

-Establish and enforce ITIL-based support processes to streamline incident, problem, and change management.

-Work closely with product, development, testing, customer support, and account management teams to ensure smooth issue resolution and continuous improvement.

-Build and nurture a strong support team capable of faster issue resolution by enhancing product knowledge and creating a knowledge base.

-Foster a culture of ownership, accountability, and continuous learning within the team.

-Provide regular training to improve the team’s technical and analytical skills, including API tools and debugging techniques.

-Analyze and debug complex Product/API issues using relevant tools and resolve errors using insights from logs and diagnostics.

-Serve as a key point of contact for escalations, working with airline partners and internal stakeholders to resolve issues.

-Analyze recurring issues and implement process improvements to reduce ticket volumes and increase product reliability.

-Adopt a customer-first approach in resolving issues, ensuring minimal business impact and enhanced customer satisfaction.

-Drive operational efficiency to deliver seamless support for airline NDC products, ultimately improving adoption and NDC volumes.

Desired Skills

-Excellent communication and interpersonal skills for effective stakeholder and customer engagement.
-Deep understanding of airline NDC systems, GDS platforms, and industry standards.
-Demonstrated ability to lead cross-functional teams and collaborate with multiple stakeholders.

Follow the below link for more detailed Job Description- https://recruitcareers.zappyhire.com/en/Verteil/apply?job=248

Email: ta@verteil.com