Senior Manager - Client Service Operations - IT Software

Roles and Responsibilities:

1) Deployment and Upgradation at the Client site:

- Should be effectively able to handle new releases, upgrades at multiple global sites

- Manage the application support for various global servers and engaging with the vendors to ensure the application stability across locations

- Ensuring compatibility matrix is there between hardware, software and firmware

2) Escalations Management:

- Ensure immediate response to the issue as per severity and priority and ensure quickest possible resolution is given and internal escalation is being followed

- To manage the production environment and to take proactive measures to ensure that the Contractual targets for Uptime are delivered successfully

3) Proactive Approach to Customer Satisfaction:

- Lead the team of Technical Assistance Cell (L1, L2 and L3), Release management and ensure that the committed SLA's are achieved/exceeded for the Customers

- Support management in developing, benchmarking and deploying client support strategies focused towards client delight

4) Team Player:

- Monitor and ensure team performance by developing and propagating client support focused KPIs / Success Metrics across the team and ensure that it is consistently achieved

- Building the team, motivating them, deploying them efficiently and making sure their training requirements are taken care of. Collaborate with Training Function to ensure certifications are done for Site teams and client service teams.

- Should be able to work and communicate well with the internal stakeholders like Product and R&D teams and derive the root cause and regular feedback discussions

5) Process Management:

- Building new processes, supporting documents, SOP's and contracts

- Building capabilities and ramping up teams globally in order to ensure seamless global operations

Requirements:

1) Education

- Engineering degree with at least 15+ years of experience in Client operations/ Client Support Escalated Service and 10+ years in managerial capacity - Preferable

2) Technical expertise

- Knowledge of Linux, Java/J2EE, SQL, Scripting (Shell / Python) will be a must

3) Work Experience

- Team development experience both offshore and onshore at L1, L2 and L3 levels

- Strong leadership capabilities and comes with an experience of stakeholder, partner management, client management and team development

- Experience in managing large teams and SLA based support to multiple and complex systems

- Experience in Client Management through software support, reducing downtime, SLA commitments, quicker issue resolutions

4) Skillsets

- Availability to travel for work

- Strong hands-on leader that can work in a multi-cultural environment, should be hands-on

- Language Proficiency - Business English

- Must come with a Strategic Bent of mind