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Product Supportability Manager

Primary Location Bangalore, Karnataka Additional Locations Date posted 02/27/2019
Apply Now Job ID: JR0014667

Member of the Supportability and Release Readiness (SRR) team - Identified as Support and Development’s “go to” person; the face of the support business in product conversations; champion of the needs of customer support to provide a superior service experience

Supportability

  • Define and execute a strategy to improve the serviceability of McAfee Enterprise products
  • Lead the gathering and analyzing of top support call drivers
  • Work collaboratively with technical leads and management to identify, define, recommend and drive changes in products and processes; fearlessly going “toe-to-toe” with cross-functional leaders as needed to drive change
  • Partner with a range of cross-functional roles across Support Delivery, Product Management and Engineering to improve the customer experience
  • Drive product integration with support tools to provide better support experiences for our customers

Release Readiness

  • Ensure the Customer Support organization is fully prepared to support new products at launch
  • Ensure delivery and accuracy of content, knowledge-base (especially ‘known issues’ and ‘issues under investigation’), and other information as it relates to product support issues
  • Represent Support for reported vulnerabilities and/or critical incidents (CIMR) related to assigned products

Shift:

Shift 1 (India)

Primary Location:

India, Bangalore

Posting Statement:

McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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