1. JOB OBJECTIVE: Managing the production support and service delivery function for SaaS based client engagement.

The service delivery function includes

a) Client Setup and Configuration

b) Initial Rollout and Training

c) Onsite Training to end users and remote training through call centre

d) Training and Self Help Documents preparation and release

e) Data extraction for ad hoc report requirements

2. MAIN DUTIES/TASKS

a) Managing the support team including

b) Support Executives

c) Client Support Lead

d) Technical Associates, Service Delivery

e) Engaging with the client and planning initial roll out of the solution and monitoring roll out progress

f) Client engagement on regular basis to evaluate the effectiveness of support

g) Ensuring solution availability

h) Maximizing the active users on the solution

3. JOB QULAIFICATIONS:

a) Essentials:
b) BE/BTech with minimum of 5 years of experience
c) Experience of managing production support and support teams
d) Exposure in client engagement and project management
e) Understanding of IT solution and systems in general
f) Should have managed the team

3.1 Desirable:
a) MBA

Please send your resume to anamika.saxena@decimal.co.in