GEP - Assistant Manager/Manager - Customer Support - Application Support

Job Description: Asst. Manager, Customer Support

- To lead and effectively manage eProcurement Application Support operations focused around Supplier enablement, Source-to-Contract, Procure-to-Pay and Warehouse Management processes

- To build, mentor and manage growing team of 8 to 12 analysts, providing guidance on the process, compliance protocols and directing towards technical solution steps

- Responsible to channelize incident queues and help coordinate application issue resolutions to Supplier users and Client organization users

- Actively engage in technical discussions to coordinate timely solutioning for application bugs, defects

- Effective communication and presentation skills to articulate application issues, technical root cause and solutions in Client leadership forums

- Identify and enable trainings to address skill gaps within the team

- Responsible for tracking, managing and reporting support metrics (KPIs and SLAs)

- Monitoring best practice and implement with adequate controls for effective operations management

- Establishing and maintaining strong relationships across teams and with staff/clients.

- Managing and upholding the troubleshooting escalation process.

- Bachelors Degree in Computer Science or any related field

- Good understanding of process areas, Source-to-Contract, Procure-to-pay

- Should have understanding of Support operations management tools and have an understanding of incident / issue / defect / problem management concepts

- Team Management, Staffing, Written and Verbal Communication, Interpersonal Communication, Problem Solving, Decision Making, Teamwork, Attention to Detail, Working Under Pressure, Ability to Meet Goals.