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Application Support Senior Manager

Ocrolus

Ocrolus

Customer Service
Gurugram, Haryana, India
Posted on Wednesday, May 8, 2024

At Ocrolus, we believe companies work best when they focus on their core business and let automation do the rest. We’re powering the digital lending ecosystem and help financial services firms make high-quality decisions with trusted data and unparalleled efficiency.

Ocrolus’ Human-in-the-Loop document automation software analyzes documents with over 99% accuracy. We're replacing legacy OCR vendors that cap out at 75-80% accuracy, and augmenting the robotic work that humans are prone to doing all too often – which can be expensive, error-prone, and slow. By empowering lenders to analyze diverse sources of financial data more efficiently, Ocrolus levels the playing field for every borrower, providing expanded access to credit at a lower cost.

We’ve raised over $100 million from blue-chip investors and are working with customers like PayPal, Brex, SoFi, Blend and Plaid. Join us as we build the future of fintech, and make an impact at an award-winning, high-growth startup that Forbes recently dubbed the “Next Billion-Dollar Startup”.

Introduction:

We are seeking a customer-centric Lead Application Support Manager with exceptional technical, communication, and problem-solving skills to oversee our application support operations. This pivotal role demands a highly analytical thinker with strong debugging skills, adept at quickly identifying and resolving complex technical issues while maintaining a commitment to customer satisfaction. A key responsibility for this role is to drive positive change and accountability across multiple Engineering teams and focusing on automation of routine support activities. The successful candidate will play a crucial role in ensuring that our support functions operate efficiently, are responsive to urgent needs, and consistently aligned with our business objectives.

Responsibilities:

Customer-Centric Leadership: Uphold a customer-first approach in managing application support to enhance user satisfaction and engagement.

Team Coordination and Leadership: Direct and synchronize activities with multiple teams across different regions to resolve application issues effectively.

Incident and Alert Management: Monitor and analyze application alerts, recognize patterns, and escalate critical issues to maintain high service levels.

Proactive Problem Solving: Regularly review recurring technical problems, propose preventive measures, and communicate solutions to engineering teams to avoid future disruptions.

Code Reviews and Development: Oversee and participate in the review of pull requests (PRs) ensuring high standards; also capable of independently handling and raising PRs for minor issues.

Strategic Improvements: Recommend enhancements to processes and tools to boost the efficiency and effectiveness of the support function.

Urgency and Priority Management: Demonstrate agility and wisdom in urgent scenarios, prioritizing major issues to mitigate business impact.

SQL Expertise: Proficient in SQL for database querying and analysis, crucial for diagnosing and resolving issues efficiently.

Required Skills:

Technical Proficiency: Expertise in monitoring tools, incident tracking systems, and a solid understanding of software troubleshooting.

Outstanding Communication: Exceptional interpersonal and communication skills, capable of effectively conveying complex information to diverse audiences.

Analytical Abilities: Skilled at identifying trends and patterns from system alerts to preemptively tackle potential problems.

Leadership: Proven leadership skills with the capability to motivate and steer a team towards excellence.

Life at Ocrolus
Come build the future of fintech with us. At Ocrolus, you will work with extraordinary people and receive benefits and development opportunities to empower you in and out of the office.

We take pride in our dynamic, diverse team, unified by shared values of Empathy, Curiosity, Humility and Ownership. We love what we do and the people we do it with, which is why we welcome every individual, provide them with equal opportunity irrespective of their race, gender, gender identity, age, disability, national origin or any other legally protected rights that one has.

We look forward to hearing from you!