Manager - Product Improvement & Support - IT

Responsibilities

- Main responsibility is to close all pending issues stemming out from the Darwinbox implementation.

- To ensure all processes are in place to ensure a sustainable Darwinbox implementation.

- Ensure 100% adoption of implemented functionalities.

- Understand the system issues raised by various internal stakeholders and finding timely solutions to resolve.

- To conduct RCA for every reported problem and implement CAPA for permanent solution.

- To configure and maintain data whenever need arises.

- Coordinate internal resources and third parties/vendors for the flawless execution of projects

- Ensure that all projects & support activities are delivered on-time, within scope and within budget

- Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.

- Develop a detailed project plan / activities list to track progress with focus on timelines

- Report and escalate to management as needed. Daily MIS to immediate stakeholders

- Manage the relationship with the client and all stakeholders

- Perform risk management to minimize project risks

- Establish and maintain relationships with third parties/vendors

- Create and maintain comprehensive project documentation

- Ensure strict adherence to timelines, as per project plan

Requirements

- Graduate / Post Graduate

- Sound educational background, preferably in the fields of computer science or engineering

- 5 - 7 yrs of proven working experience in customer support in the information technology / Digital sector

- Minimum 1 -2 yrs experience of having worked in Darwinbox or on Darwinbox implementations.

- Should have reasonable experience in leading post implementation phase

- Solid technical background, with understanding or hands-on experience in ERP implementation and Cloud technologies