The Global Support Manager, APAC will maintain excellent relationship and management of tier 1 customers, cross-functional teams, 3rd party vendors, and internal resources from service management team including Technical Support Engineers, and Service Managers for support and operations of Accedo’s solutions.

• Technical point of contact for Support on Tier 1 Customer Accounts
• Ensuring all run-mode deployments are functioning within agreed SLA’s
• Key interface between the Support Customer and Accedo stakeholders (Account Manager, Sales, Professional Services, Support, Operations…)
• Provide technical leadership to support, software and other engineers on support/operation related tasks/issues 
• Aware of resourcing needs to ensure coverage of skills is available within the team
• Assisting with resolving complex issues from clients
• Act as advisor and as escalation point for day to day issues raised by team members
• Responsible for training new support engineers and one-to-one meetings
• Escalation point for Project Managers and Team Leads
• Administration and HR duties - e.g. timesheets, leave, attendance, performance reviews
• Work with other Service Team Leads on initiatives, knowledge sharing, and process improvements
• Build team cohesion with regular team meetings, ensuring team members work well with each other
• Mentoring and career advancement of team members
• Identify tools, courses, books, devices, etc. that can help increase team productivity
• Ensuring best practices, frameworks and processes are being implemented
• Draft, review, and management of proposals and commercial contracts
• Creative and provide an environment for upsell of service management offerings
• Ongoing documentation of the work being done and knowledge transfer
• Support operation and management of Accedo’s proprietary and custom developed support products and solutions such as XDK, VDK, Accedo One, Studio and OTT Flow
• Developing and management of support solutions tailored made for each of Accedo's customers