14/01 Priyanka Deorukhkar
Talent Acquisition Specialist at GEP

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GEP - Assistant Manager/Manager - Customer Support - eProcurement Application (10-15 yrs)

Mumbai/Navi Mumbai Job Code: 882020

Asst. Manager / 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.


Sr. Manager, eProcurement Application Support - Skills and Qualifications :


- Bachelor's Degree in Computer Science/PG or any related field


- Total experience of 10+ years, with minimum 2+ years in managing any eProcurement platform in any roles as functional consultant / SME / technical consultant / implementation / Application Support Lead


- 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.

Women-friendly workplace:

Maternity and Paternity Benefits

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