Product Support Manager

ACL Digital is seeking a Product Support Manager to lead Tier 2 support operations within the IT Governance and Strategy team. The role involves managing service requests, optimizing support processes, and collaborating with other support teams to enhance system integration and communication plans.

Responsibilities:

• Coordinate in-take of service requests and incidents from Tier 1 support teams and directly from end-users
• Triage incoming requests to understand content and prioritize according to business impact
• Assist internal Tier 2 support team in delivering solutions for customer service requests
• Manage the approval process for service requests
• Implement changes in JIRA, Confluence, Crowd or New Relic where using the Admin UI is possible to do so
• Coordinate with other support teams for improving support processes, including potentially integrating multiple support systems through webhooks and/or automated rules
• Coordinate escalation of service requests to third-party Tier 3 support partner and ensure efficient delivery of resolution(s)

Requirements:

• BA/BS in a relevant field or equivalent work experience REQUIRED
• 2-3 years proven experience in product support roles, preferably in an enterprise corporate setting REQUIRED
• Experience interacting with end-users in the context of support/service requests REQUIRED
• Experience with EasyVista and/or Jira REQUIRED
• Knowledge and experience with a support model that has Tier 1, Tier 2 and Tier 3 organizations REQUIRED