The Epc Product Support Manager oversees the global support ecosystem of EPC products, leading planning, directing, and controlling activities for product delivery and technical operations to maintain operational integrity and product performance
Job Summary
The Epc Product Support Manager oversees the global support ecosystem of EPC products, leading planning, directing, and controlling activities for product delivery and technical operations to maintain operational integrity and product performance.
This role involves hierarchical management of Level 3 support teams and globally distributed Level 2 support teams, acting as the primary interface and managing resource allocations.
Key accountabilities include service management, monitoring performance KPIs, serving as an escalation point, managing day-to-day operations, ensuring SLA adherence, and recommending product improvements based on customer feedback.
Matching Summary
The Epc Product Support Manager oversees the global support ecosystem of EPC products, leading planning, directing, and controlling activities for product delivery and technical operations to maintain operational integrity and product performance.
Skills & Requirements
Must-have
Global support ecosystem oversight
Product Delivery and Technical Operations
Incident & request management
Change management during releases
Product upgrades & patch management
Knowledge management and upskilling
Nice-to-have
Customer engagement focus
Continuous improvement mindset
Diverse and inclusive workplace
Key Requirements
10 plus years in Service/Product delivery operations
0-5 years in InnoTech Operations
5-10 years in Digital & IT
Over 2 years in Management
Bachelor’s or Master’s Degree in Engineering, Business, IT or equivalent experience