- Navi Mumbai, Maharashtra, India
- Mid
- 12–15 years
Responsible for managing error management processes, leading teams, and driving resolution strategies for HERE’s HD Live Map products.
Responsibilities
- Own end-to-end error resolution process including acknowledgement, investigation, triage, closure and monitoring of bugs/defects reported by customers
- Manage critical KPIs such as acknowledgement SLA, resolution SLA, reopen rate, and Mean Time To Resolve (MTTR)
- Represent Error Management process in customer audits and maintain process documentation
- Onboard new customer programs for error management support
- Lead high-performing error management team
Requirements
- Bachelor’s degree in Engineering, Statistics or Geosciences
- Nice to have: Six Sigma White Belt
- Nice to have: Six Sigma Green Belt
- Nice to have: PMP certification