ResponsibilitiesDefine, implement and manage technical support processes and proceduresManage 1st and 2nd line technical support personnel.Produce weekly and monthly summary management reports on technical support tickets.Manage and report on the RMA process, including root cause analysis and remedial action.Manage prioritization, escalation and resolution of support incidents to the development teamEnsure the ticketing and documentation process for all support incidents is adhered to.Manage on-site support services as requiredManage the process of communicating new software updates and releases to customersMange the online FAQ and support article knowledgebaseDefine and manage the QA/QC testing process for all software and hardware releases.Managerial ResponsibilitiesSet and oversee the implementation of the Function strategy and policies in line with the overall objectives, mission and vision of company.Set, monitor and allocate the Function budget in coordination with Finance.Oversee and lead the performance evaluation of respective employees.Ensure proper communication channels between the different departments and other related functions.Performs all Management responsibilities to lead & Motivate own staff to ensure high morale and attainment of operational objectivesEnsure developing second and third line within department to ensure readiness of successors. Ensure Employees have clear job objectives and challenging targets.Ensure Employees receive appropriate coaching, learning & development.Ensure appropriate staffing of the department to ensure workload balance and high productivity.Ensure appropriate compensation and rewards, motivates and recognizes top performance based on actual performance and compliance with the company business conduct standards.Maintains two-ways communication.Qualifications12 to 15 years of experience in same fieldPrevious experience in working with teamsSolid background in network administration and architectureSharp troubleshooting skillsVery Good command of English Language