Supervision: Oversee and manage the daily activities of the support team.Training: Provide training and mentoring to team members to enhance their technical and customer service skills.Performance Evaluation: Conduct regular performance reviews and provide constructive feedback.Resource Allocation: Allocate resources effectively to meet service level agreements (SLAs) and customer expectations.Metrics Monitoring: Track and analyze support metrics, such as ticket resolution times, customer satisfaction scores, and team productivity.Reporting: Provide regular reports to higher management on team performance and areas for improvement.Emergency Response:Lead the team in responding to critical incidents, ensuring a swift and effective resolution.Escalation Handling: Manage and resolve escalated customer issues, ensuring customer satisfaction.Communication: Maintain clear and effective communication with customers, keeping them informed of issue resolution progress.Cross-functional Collaboration: Work closely with other departments, such as development and quality assurance, to resolve complex technical issues.Team Building: Foster a positive and collaborative team culture.Documentation Review: Ensure that team members document their interactions and resolutions accurately.

As an Executive- Customer Success L2 support: Here practices are performed.Support On-premise Applications: Front Office, POS, sales, Account, Finance, Material Management, HR payroll, FX Dine for fine dining, etc.Configuring Add-On Applications: I-Alert Configuration (Room booking confirmation emails), Loyalty Application, E-invoice implementation, Auto Emailer (Welcome & and thank you emails, various as required by clients), and handling all PMS issues.Implementing and Configuring Interface With Hotels PMS This includes telephone, Wi-Fi interface, and door lock interfaces, Power management.Property Upgrades: PMS Version Upgrading more than 150+ IDS Next 6.5 properties to version 7.0

As an Assistant Manager IT: Manage information technology and computer systems Plan, organize, control, and evaluate IT and electronic data operation.Audit systems and assess their outcomes, Preserve assets, information security, and control structures handle the annual budget, and ensure cost-effectiveness.Ensure security of data, network access, and backup systems, Act in alignment with user needs and system functionality to contribute to organizational policy, Design, develop, implement, and coordinate systems, policies, and procedures.