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28/02 Sandhya
Talent Acquisition & Head New Business at SearchEnds

Views:593 Applications:96 Rec. Actions:Recruiter Actions:8

Manager - Managed Services (8-12 yrs)

Noida Job Code: 1055625

Manager - Managed Services (8-12 yrs)


The Managed Services Manager plays an integral role in Managed Services team by managing the Level 1, Level 2 activities of the team. The Manager - Managed Services will be part of a global team responsible for providing 24/7 managed services across IVP Software Solutions to its asset management clients. The Manager - Managed Services will manage a 12+ person team providing time-sensitive product support to users via email, phone, and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management.

Responsibilities :

- Define a long term strategic roadmap for providing a world-class white-glove managed services experience to financial services clients based on their tiering

- Work with onshore and offshore support consultants to provide exemplary coverage that exceeds client expectations.

- Manage and oversee team(s) executing Managed Services tasks via email, phone, and chat, to both internal and external users.

- Communicate with resources involved in resolution to ensure incidents are resolved timely, requests are fulfilled, and customer communication is completed.

- Communicate and collaborate with the US Managed Services teams to ensure both US and India Managed Services teams are unified for all communication with one goal/ one message.

- Hire and train qualified Managed Services team consultants.

- Work with support consultants to mentor and train the team to improve their knowledge of the application functionality and underlying technologies.

- Work with multiple product and development teams to perform RCA, identify and troubleshoot recurring application issues and ensure resolution is applied proactively to all clients.

- Identify and remove any blockers for the Managed Services team.

- Facilitate weekly Managed Services meetings to ensure the team is current with processes and to gather user feedback for enhancement requests and deficiencies.

- Run operational reports to manage ticket progression, identify trends in ticket volumes and types, and provide recommendations for continuous improvements for support services

- Maintain all application SLAs and respond to users via a ticketing system for incident and request management.

- Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem-solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.

- Build and maintain a white glove client-centric culture.

- Multi-task and set priorities accordingly to meet and/or exceed expectations.

- Maintain and protect confidentiality with regard to all aspects of client information.

- Mentor consultants on proper standards/techniques to improve their accuracy and efficiency.

- Provide after-hours and on-call support as needed.

- Perform other duties as assigned

Qualifications :

- Bachelors/Masters degree in computer science, computer engineering, electrical engineering, or related field

- Experience in Level 1, Level 2, and Level 3 Managed Services

- Experience supporting applications on SQL Server and Microsoft technology stack

- 4+ years experience as a support consultant supporting software applications

- 4+ years experience as a support manager

- Must have excellent written and verbal communication skills

- Must have a high demand for quality

- Expertise in developing and managing support strategies and processes

- Experience working with end-users (clients) to resolve their support issues, preferably in banking/investment management / financial services

- Quick learner and proactive with the ability to work in a dynamic, fast-changing environment

- Ability to prioritize tasks and flexible to work on multiple assignments

- Ability to implement support strategies effectively and efficiently

- Proficient with MS Office suite

- Ability to work flexible shifts for 24/7 support coverage, including some holidays and weekends

- Ability to work successfully with onshore and offshore teams

- Ability to travel as needed (less than 25%)

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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