About Our Vision \ We aim to enable travel companies to innovate and grow freely, while delivering the experiences travelers desire and the change the industry needs. \ FYR is a technology company that unlocks freedom to innovate for the travel industry – eliminating legacy constraints to enable real-time decision making and create the experiences travelers seek. With our solution, businesses are able to quickly unlock modern retailing capabilities, improve revenue performance, and modernize the e-commerce experience. \ Job Role \ You will oversee the entire L1/L2 support team, ensuring seamless operations, exceptional customer satisfaction, and adherence to SLAs. This role requires a combination of technical expertise, strategic leadership, and strong communication skills to lead a team that supports mission-critical airline applications. \ Key Responsibilities \ \ - Lead, mentor, and develop a diverse team of Team Leaders and Application Support Specialists to ensure a high-performing and motivated support organization. \ - Conduct regular performance reviews and provide constructive feedback to drive individual and team growth. \ - Foster a collaborative and inclusive team culture, emphasizing continuous learning and improvement. \ - Managing and driving High/Critical severity incidents with L1/L2 and Engineering teams. \ - Oversee the day-to-day operations of the support team, ensuring timely resolution of incidents and compliance with SLAs. \ - Monitor and analyze team performance metrics to identify areas for improvement and implement effective solutions. \ - Develop and maintain processes for incident management, escalation, and knowledge sharing. \ - Serve as the primary point of contact for major customer accounts, ensuring high levels of satisfaction and alignment with customer expectations. \ - Collaborate with Account Managers to manage customer communications and incident reporting. \ - Lead post-incident reviews and present findings to customers and leadership, ensuring transparency and accountability. \ - Develop and execute strategic initiatives to enhance support operations, including automation, tool implementation, and workflow optimization. \ - Collaborate with engineering, product, and data teams to address recurring issues and propose product enhancements. \ - Drive onboarding processes for new customers and ensure seamless integration into the support environment. \ - Manage team schedules, including PagerDuty rotations, to ensure 24/7 coverage and workload balance. \ - Prepare detailed SLA and performance reports for leadership, identifying trends and proposing action plans. \ - Coordinate training programs to upskill team members and align with evolving technology and industry standards. \