Cognyte Service Manager 

Romania, Bucharest 

523546258

T4 Service Leadership:

• Gain and hold cross product lanes overall service status and operations
• Manage and develop a high-performing Tier 4 support team
• Conduct regular meetings to discuss ongoing issues, share knowledge
• Develop strategies and team utilization improvement;

Escalation Management:

• Serve as the primary point of contact for escalated technical issues
• Operate as focal point to diagnose issues escalated from Tier 3 support.
• Work closely with the engineering and development teams to identify root causes and implement solutions

Upper Tiers Interaction:

• Maintain clear and professional communication with upper support teams.
• Provide timely updates and ensure clear communication of the service status and service deliverables release timeline.

Process Improvement:

• Identify and implement process improvements to enhance the efficiency and effectiveness of the support team.
• Develop and document best practices and standard operating procedures for handling escalations.
• Analyze support metrics and trends to identify areas for improvement and drive initiatives to reduce escalations.
• Adjust and maintain regular service routines across all product lanes

Collaboration:

• Collaborate with cross-functional teams, including product management, engineering, and QA, to resolve issues and enhance product quality.
• Build, manage and publish the service packs release plan
• Provide insights from a support perspective
• Ensure seamless communication and coordination between support and other departments.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in technical support or a related field, with at least 3 years in a management role.
• Strong understanding of software development lifecycle
• Excellent problem-solving skills and the ability to think critically and strategically.
• Exceptional communication and interpersonal skills.
• Proven ability to manage and resolve high-stress situations with a calm and professional demeanor.
• Experience with support ticketing systems and CRM software.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.

Working Conditions:

• This position may require occasional on-call work and flexibility to address urgent client issues outside of regular business hours.

Apply now.