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Job Description
You Will:
- Lead and Mentor : Manage a high-performing team of Specialists responsible for incident response and technical escalations, providing coaching, development, and performance management.
- Drive Issue Management: Oversee the end-to-end incident management lifecycle within support operations, ensuring the team meets SLAs for critical and high-severity issues while serving as the final point of escalation for complex issues.
- Incident Management Strategy: Coordinate the incident response activities, gather the response team, and set up a virtual command center for communication and collaboration. Due to its potential impact, critical decisions must be made to classify the incident, and be willing to participate in on-call support for incident management issues. Along with this, you will be responsible for providing regular updates and reports to upper management on the status of operations, including performance metrics and any issues encountered.
- Cross Function Collaboration - Collaborate with Knowledge Management, Training and Quality Assurance teams to ensure process adherence, identify areas for improvement in support workflows, and implement quality control measures.
- Strategic Partner to Product Support - Is a strategic thought partner to product support, aligning on goals and objectives for launch readiness and building in quality escalation and issue management principals to readiness initiatives.
You Have:
- Management Experience: 10+ years of experience in technical support or operations, with at least 2+ years in a people management role, preferably within a high-growth tech environment..
- Advanced Problem Solving: Strong ability to translate complex data sets into actionable business strategies. Proficiency in SQL or Python to audit team dashboards and validate data-driven decisions is highly preferred.
- Process Improvement: Demonstrated success in reducing operating costs and improving Automation Rate/ Contact Rate/CSAT/Quality scores.
- Systems Fluency: Deep familiarity with the architecture of CRM tools (Zendesk), Jira, and automated ticketing workflows.
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You Are:
- Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals.
- A Strategic Leader: You look beyond the immediate incident to solve for the root cause and prevent future friction at scale.
- Growth-Oriented: You are invested in your team s success, fostering an inclusive environment that encourages continuous learning.
- A Master Communicator: You can distill highly technical incidents into concise "so-what" summaries for non-technical stakeholders and executives.
- Data-Driven : Uses data to identify trends, measure results, and drive decision-making
Skills
AutomationManager Quality AssuranceIncident ManagementManager Quality ControlTechnical SupportProduct SupportSQLCRMKnowledge ManagementIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
Roblox is a global platform bringing millions of people together through shared experiences. We believe that imagination is the greatest power in the universe and the most valuable currency in the future. Our mission is to empower people to create and share experiences that bring joy and create a sense of belonging.
Important dates & deadlines?
Application Deadline
24 Apr 26, 06:05 PM IST
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