Manager - Customer Support - IT

Requirements :

- Degree in Computer Science/equivalent with 12+ years of Experience. MBA (preferable)

- Prior ownership in qualifying complex, secure, scalable software products/applications

- Solid People management & Customer management experience

- Technical capability/knowledge

- Areas of accountability include long-term planning, internal and external communication, project roadmap, issue resolution, change management, process improvement, performance metrics, and customer and partner relationship management.

- Managed a direct staff of 10 -15.

- Prioritized projects with product development team and worked on implementation plan to deploy smoothly. Also ensured proper support documentation of new projects.

- Optimized process workflows to consistently sustain and deliver 90%+ SLA compliance from 70%+ state.

- Manage and lead team towards improving performance against organizational goals by building support strategy for the upcoming year.

- Strategized and executed transition plan for processes between teams and support operations.

- Knowledge in Java, J2ee, Unix/ Linux, SQL.,

- Proven experience with working in fast paced, small teams

- Excellent communication skills, technical mentor, great team player, highly efficient and responsible

- A quick learner and creative problem solver and passion for solving tough problems