The role oversees the global support ecosystem for EPC products, ensuring operational integrity and product performance across Digital Delivery Services
Job Summary
The role oversees the global support ecosystem for EPC products, ensuring operational integrity and product performance across Digital Delivery Services.
Candidates must manage hierarchical teams including Level 3 experts and globally distributed Level 2 support staff while acting as the primary escalation point.
Responsibilities include monitoring KPIs, managing Service Level Agreements, and recommending product roadmap improvements based on customer feedback.
Matching Summary
The role oversees the global support ecosystem for EPC products, ensuring operational integrity and product performance across Digital Delivery Services.
Skills & Requirements
Must-have
10+ years in service delivery operations
5-10 years digital and IT experience
Management of Level 3 and Level 2 support teams
EPC domain product operations expertise
Service Level Agreement (SLA) management
Incident and request resolution leadership
Nice-to-have
Experience with InnoTech business processes
Strategic planning and impact analysis skills
Knowledge management and upskilling capabilities
Change management during software releases
Sandbox testing and UAT coordination
Key Requirements
Bachelor's or Master's Degree in Engineering, Business, or IT
Minimum 10 years overall experience in service/product delivery
Fluent English language proficiency
Over 2 years of management experience
Understanding of Engineering, Procurement, and Construction (EPC) domains