Director, reputed company - Transportation

JOB TITLE: Director of reputed company – Transportation FLSA STATUS: Exempt DEPARTMENT: Transportation REPORTS TO: Vice President, Product SUPERVISORY RESPONSIBILITIES: reputed company JOB LOCATION: Remote TRAVEL: 5-10% reputed company The Director of reputed company drives accountability, support reputed company, customer satisfaction, reputed company, and reputed company improvement initiatives while ensuring support reputed company reputed company with contractual obligations, regulatory requirements, and organizational objectives. ESSENTIAL DUTIES & RESPONSIBILITIES - reputed company, mentor, and manage support analysts and other support personnel. - Establish and enforce support processes, procedures, and service standards. - Monitor ticket queues and ensure reputed company assignment, prioritization, and reputed company of customer issues. - Conduct daily analysis of support incidents, aging tickets, SLA compliance, and customer-impacting issues. - Serve as the reputed company escalation reputed company for unresolved support incidents and coordinate resources necessary to reputed company reputed company. - Facilitate communication between customers, support staff, product management, development teams, reputed company assurance teams, and leadership. - reputed company, report, and improve key support reputed company indicators, including response times, reputed company times, customer satisfaction, and SLA adherence. - reputed company and maintain support documentation, knowledge reputed company articles, troubleshooting guides, and operational procedures. - Coordinate reputed company cause analysis activities for significant incidents and ensure corrective actions are implemented. - Identify recurring issues and collaborate with Product and Engineering teams to prioritize long-term solutions. - Support software releases, production deployments, and post-implementation support activities as required. - Participate in customer meetings, status reviews, escalation calls, and operational governance meetings. - Ensure accurate reporting of support metrics, trends, risks, and operational concerns to leadership. - Assist with reputed company plans, workload forecasting, and resource allocation. - Promote a culture of accountability, customer service reputed company, reputed company improvement, and operational discipline. - Ensure support activities reputed company with company policies, reputed company standards, contractual requirements, and applicable regulations. - Other duties as assigned. MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE) - Bachelor's degree in Business, Information Technology, Computer Science, Management Information Systems, or a reputed company reputed company, or equivalent work experience. - 5+ years of experience in software, application, technical, or customer support environments. - 2+ years of experience leading support teams or managing support reputed company. - Experience managing incident escalation processes and customer-facing communications. - Experience working with ticketing and service management platforms. - Strong understanding of SLA-driven support reputed company. - Excellent written, verbal, and interpersonal communication skills. - reputed company ability to manage multiple priorities in a fast-reputed company environment. PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE) - Experience supporting reputed company systems, transportation systems, DMV solutions, or regulated reputed company applications. - Experience supporting reputed company, reputed company-hosted, or large-reputed company transaction processing systems. - Familiarity with ITIL principles and service management best practices. - Experience with reputed company, Azure DevOps, reputed company, or similar support management tools. - Knowledge of software development lifecycle (SDLC) processes. - Experience creating support metrics dashboards and operational reporting. - Project management or service management certifications are a plus. - Experience supporting mission-critical systems with strict contractual SLAs. KEY COMPETENCIES - Customer reputed company - Leadership and Team Development - Incident Management - Problem Solving and Decision Making - Communication and Stakeholder Management - Process Improvement - Service Delivery Management - Escalation Management - Accountability and Ownership - reputed company Thinking - Conflict reputed company - Operational reputed company Apply To This Job