Solution Engineering Manager - Service Desk at Astra

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

IT ServicesIndustries

Requirements

Innovative, data-driven leadership skills
Passion for end user technologies and exceptional customer experiences
Deep understanding of industry trends, emerging technologies, and best practices in Service Desk services
Technical, problem-solving, and customer service skills (for team members, implied for leadership)
Ability to thrive in dynamic environments and lead high-performance teams

Responsibilities

Lead the development and implementation of Service Desk services, including remote, walkup, and field support in local and global enterprise environments
Collaborate with pre-sales teams to assess client needs, craft tailored solutions, and present proposals aligning with customer objectives
Develop scalable, repeatable processes and solutions ensuring high service quality and world-class customer support
Maintain knowledge of industry trends, emerging technologies, and best practices to improve service offerings
Manage and mentor service leaders, fostering a culture of excellence using data-driven decisions, trust, and optimal customer outcomes
Coordinate with HR to source, onboard, and train qualified service team members with necessary skills
Provide ongoing performance feedback and development planning to promote team growth
Communicate as subject matter expert on Service Desk services, advising stakeholders on best practices
Build trusting relationships with stakeholders to understand goals and optimize service delivery
Ensure services exceed SLAs and KPIs through training, management, and resource coordination for account growth
Think critically and creatively to identify scalable solutions using methods, tools, and technologies
Develop and maintain documentation of solution proposals, methodology, operational processes, and workflows
Analyze service delivery performance data to identify trends, improvements, and customer experience enhancements
Drive implementation of automation tools and technologies to improve efficiency without degrading quality
Partner with sales, account management, and service delivery teams for seamless project transition and execution
Advise service delivery leaders as a trusted advisor to ensure service and solution success

Skills

Service Desk

IT Support

Solution Design

Remote Support

Walkup Support

Field Support

Enterprise IT

Pre-sales

Service Delivery

Technical Operations

Customer Experience

Astra

Provides launch services for small satellites

About Astra

Astra provides launch services specifically for small satellites, catering to commercial businesses, government agencies, and research institutions that need reliable access to space. The company operates small, agile rockets designed to transport these satellites into low Earth orbit (LEO). Astra's approach focuses on making space more accessible by reducing the costs and complexities associated with satellite launches, which allows a wider range of customers to utilize their services. Unlike many competitors, Astra emphasizes efficiency and cost-effectiveness in its operations, aiming to meet the growing demand for satellite-based services such as Earth observation and telecommunications. The company's goal is to facilitate more frequent and affordable satellite launches, thereby expanding opportunities for various applications in the space industry.

Alameda, CaliforniaHeadquarters

2016Year Founded

$291.8MTotal Funding

IPOCompany Stage

AerospaceIndustries

201-500Employees

Benefits

Competitive Medical (HMO & PPO)/Dental/Vision plans

Company paid Short Term Disability and Long Term Disability plans

401K with company match

Flexible Spending Account

Commuter benefits

Caregiving support benefits

Company perks, like PetPlan, curated gym/travel/products discounts

Free lunch

Company events

Risks

Going private may limit Astra's access to public capital markets.

Astra faces financial instability due to liquidity crunch and high cost of capital.

Intensifying competition in the small satellite launch market could impact Astra's market share.

Differentiation

Astra offers cost-effective launch services for small satellite payloads.

The company focuses on agile rockets for frequent access to space.

Astra provides online reservations for payload deliveries to various orbits.

Upsides

Growing demand for small satellite constellations aligns with Astra's business model.

U.S. government investment in space technology presents contract opportunities for Astra.

Astra's reusable rocket technology could lead to significant cost reductions.

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