Stabilization, Support, & Warranty Lead

Job Title: Stabilization, Support, & Warranty Lead

Key Responsibilities:
1. Establish post-deployment support processes and procedures.
2. Coordinate support activities and resources to address user issues and inquiries.
3. Monitor system performance and stability, and implement corrective actions as needed.
4. Manage the resolution of warranty-related issues and defects.
5. Provide regular status updates and reports on support activities to stakeholders.

Key KPIs/SLAs:
1. Timely resolution of user issues and inquiries within defined SLAs.
2. System uptime and performance metrics (e.g., availability, response time).
3. Effectiveness of support processes and procedures.
4. Reduction in post-deployment defects and issues.
5. Stakeholder satisfaction with support services and outcomes.

Desired Skills, Experience, Qualifications:
1. Bachelor’s degree in computer science, engineering, or related field.
2. Proven experience in post-deployment support and maintenance roles.
3. Strong understanding of ITIL principles and support processes.
4. Excellent problem-solving and communication skills.
5. Ability to work effectively under pressure in a fast-paced environment.