Duties and Responsibilities :

- Manage a team of developers, overseeing their daily activities, shifts, and workload allocation.

- Assign tickets and tasks to developers, ensuring adherence to SLAs and KPIs.

- Coordinate with the development team to deliver fixes, patches, and product releases within specified timelines.

- Conduct root cause analysis for issues and failures, striving for continuous improvement in developer productivity and ticket resolution turnaround.

- Monitor and manage SLAs and KPIs, providing regular updates and reports to support management.

- Collaborate across shifts as necessary, attending team stand-up meetings and client meetings.

- Maintain a positive team environment, addressing skill development and attrition management.

- Provide daily, weekly, and monthly update reports to support management, highlighting key achievements, challenges, and areas for improvement.

Skills Required :

- Proven experience in project management, preferably in a technical support environment.

- Strong communication, problem-solving, and people management skills.

- Proficiency in data analysis and reporting.

- Knowledge of programming languages, databases, and software development life cycle (SDLC) is advantageous.

- Ability to work across US and Middle Eastern time zones occasionally and attend meetings as required.

Experience required :

- Min. 8 years of experience in the IT sector with at least 2 years of experience in support function.

- Min. 2 years of experience in team handling.

Educational Qualifications Required :

- Bachelor's degree in Computer Science, Engineering, or related field