IKS Healthcare - Director - Application Support

10+ years in software development, delivery and professional services and/ or client support management

Open to work in 3 pm to 12 am shift.

- Run and effectively manage Tier I and Tier II product support to internal and external customers in accordance with standard operating procedures and/or the terms of the customer contract and SLAs.

- Report and escalate high severity problems to business escalation points as per documented escalation procedures.

- Demonstrated ability to build, manage and grow support organizations.

- Deep and proficient knowledge of tools and techniques to diagnose and resolve remote software issues.

- Act as product SME and the customer Single Point of Contact (SPOC), when required, and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to resolve the issues or incident.

- Broad business acumen and understanding of Software development lifecycle, Project Management principles and methodologies.

- Manage adherence to training, implementation and support guidelines, application documentation and industry best practices in order to deliver quality services.