Job Description

Bengaluru (1005)

Position: Engineering Manager - Technical Support, Digital Business Purpose: We are searching for a visionary and experienced leader to head our Technical Support team for our rapidly growing OTT platform. As the Director of OTT Technical Support, you will be responsible for building and leading a high-performing team dedicated to delivering exceptional customer experiences. Education: B.E./B.Tech, MCA or Equivalent Computer Degree Location: Bengaluru Reporting Relationship: Lead - Technology Operations, Digital Business Business/Channel/Function: Digital Experience: • 10+ years of experience in a leadership role within technical support or customer service, preferably within the OTT industry.
• Proven track record of building and leading high-performing technical support teams.
• Strong understanding of ITIL principles and best practices in customer support.
• In-depth knowledge of the OTT landscape and the technical aspects of streaming platforms.
• Excellent communication and collaboration skills, with the ability to influence stakeholders at all levels.
• Strategic thinking and problem-solving skills, with a data-driven approach to decision-making.
• Strong analytical skills and the ability to translate insights from user data into actionable plans.
• Passion for customer service and a dedication to exceeding user expectations.

Responsibilities: • Strategic Leadership:
• Develop and implement a comprehensive L1 and L2 technical support strategy aligned with the overall business goals of the Sonyliv OTT platform.
• Define key performance indicators (KPIs) to measure the effectiveness of the support team and identify areas for improvement.
• Stay abreast of emerging technologies and industry trends in OTT and customer support to ensure the team utilizes best practices.
• Lead the development and execution of a long-term roadmap for the Technical Support function, including scaling the team and resources to meet user demands.
• Team Management and Development:
• Build and lead a high-performing Technical Support team with a strong customer-centric culture.
• Recruit, hire, and onboard top talent, fostering a diverse and inclusive work environment.
• Implement training and development programs to continuously enhance the skills and knowledge of the support team.
• Empower and motivate team members to deliver exceptional customer service and take ownership of problem resolution.
• Process Improvement and Innovation:
• Analyze user support data to identify trends, common issues, and areas for improvement in the OTT platform and user experience.
• Develop and implement efficient processes and workflows to streamline support operations and ensure timely resolution of user inquiries.
• Promote a culture of continuous improvement and exploration of innovative solutions to enhance customer support effectiveness.
• Collaborate with product and engineering teams to identify opportunities for proactive problem solving and platform improvements based on user feedback.
• Customer Experience (CX) Management:
• Champion the importance of customer experience within the organization and ensure the Technical Support team plays a vital role in user satisfaction.
• Develop and implement strategies to measure customer satisfaction and identify areas for improvement in the support experience.
• Work closely with other departments (e.g., product, marketing) to ensure a seamless user journey across all touchpoints.
• Communication and Collaboration:
• Foster open communication channels between the Technical Support team, development teams, product managers, and other stakeholders.
• Communicate support trends, user feedback, and service improvement initiatives to leadership and relevant teams.
• Represent the Technical Support function effectively at internal meetings and industry conferences.

Why join us? Sony Pictures Networks is home to some of India's leading entertainment channels such as SET, SAB, MAX, PAL, PIX, Sony BBC Earth, Yay!, Sony Marathi, Sony SIX, Sony TEN, SONY TEN1, SONY Ten2, SONY TEN3, SONY TEN4, to name a few!
Our foray into the OTT space with one of the most promising streaming platforms, Sony LIV brings us one step closer to being a progressive digitally-led content powerhouse.
Our independent production venture- Studio Next has already made its mark with original content and IPs for TV and Digital Media.
But our quest to Go Beyond doesn't end there. Neither does our search to find people who can take us there.
We focus on creating an inclusive and equitable workplace where we celebrate diversity with our Bring Your Own Self Philosophy. We strive to remain an 'Employer
of Choice' and have been recognized as:

• India's Best Companies to Work For 2021 by the Great Place to Work Institute

- 100 Best Companies for Women in India by AVTAR & Seramount for 6 years in a row - UN Women Empowerment Principles Award 2022 for Gender Responsive
Marketplace and Community Engagement & Partnership

• ET Human Capital Awards 2023 for Excellence in HR Business Partnership & Team Building Engagement
• ET Future Skills Awards 2022 for Best Learning Culture in an Organization and Best D&I Learning Initiative.

The biggest award of course is the thrill our employees feel when they can Tell Stories Beyond the Ordinary! Job Requirement