Senior Manager, Technical Support (Application Support, Product Support, Application Monitoring) Job Description Key roles and responsibilities of Senior Manager, Technical Support include : - Provide high level customer satisfaction to the customers with keen interest and awareness to detail when responding to customer support issues. - Ensure future customer satisfaction by instilling confidence in Company's Support Services organization by keeping commitments, providing timely follow-up, and giving accurate and concise assistance. - Oversee service delivery, customer experience, service improvements, quality, periodic service performance review to ensure business strategy and goals are achieved. - Provide strategic and leadership guidance and direction to next level managers to ensure global functional alignment. - Champion both strategic and operational implementation of initiatives across the cross functional groups. - Oversee satisfactory resolutions to customer's service issues by identifying escalations, responding with a sense of urgency, formulating appropriate action plans with functional managers. - Generate monthly management status reports with justifications for schedule deviations. - Collaborate with cross functional leaders across Engineering, Cloud and Professional Services teams to drive specific service requirements and identify solutions consistent with Organizational standards. - Offer consultative and problem-solving approach to program management in general, as well as identify and contribute to new service offerings. - Manage Transformation &amp; Transition with minimal impact on Service Quality. - Ensuring compliance with the functional budgets (Capex/Opex) by planning, forecasting, budgeting &amp; tracking periodically. - Proactively build behavioral and domain competencies at a strategic level to handle changing business requirements. - Continuously monitor and develop strategies for key people parameters such as Attrition, Retention, Employee Engagement &amp; Career Development. - Foster a culture of high performance by setting SMART business KPI/Goals at multi-functional level. - Provide coaching and mentoring support to next level people managers. - Owns the overall performance management of each team member including providing frequent performance feedback &amp; guidance, conducting formal periodic/annual reviews &amp; salary planning. &nbsp;- Ensure cascading of strategic communication through effective channels at all levels in the function. Skills Required: - Professional and positive, with outstanding customer-facing practices - Analytical and diligent, with great attention to detail - Resilient: ability to cope successfully under pressure and with shifting priorities - Assertive, adaptable, effective collaborator and communicator at all levels - Assertive, adaptable, collaborative and creative Desired Profile : - 15 - 19 years of total IT/Product industry experience. - Relevant 7 - 10 years combined technical and management experience in Hosted/Cloud/SaaS environments. - Experience managing large global product &amp; customer support functions including product &amp; platform level alert/incident monitoring is highly desirable. - Exhibit extensive experience about the new technology trends prevalent in the market like SaaS, Cloud, Hosting Services and Infrastructure Management Services. - Well-versed in Windows, ERP/CRM, SQL Server and/or Oracle database, 3 tier architecture, Java, &amp; JBOSS. - Experience with Application &amp; Infrastructure (Network, Servers, Storage, Backups) will be an added advantage. - Well-versed with industry standard ITSM tools like ServiceNow, Salesforce, Manage Engine, &amp; BMC Remedy. - Strong leadership &amp; customer relationship skills and drive things within and outside the system. - Strong experience in developing competency development strategies, service transition/ transformation planning and execution. - Must have experience of working with tight deadlines, handling escalations and managing tough clients. - Must have several years of program management experience, managing large teams, resource planning, risk management, status reporting, issue management, change control, etc. - Demonstrated leadership in managing senior staff members including functional managers/leads with substantial experience working directly with large US or multinational organization. - Strong experience in Project Management Methodologies, ITIL Service Life Cycle, Six Sigma and Lean Practices. Following certifications are desired: PMP/PRINCE2, ITIL Practitioner/Intermediate, Microsoft Certifications such as MCP, MySQL.

Noida

Senior Manager - Technical Support/Application/Product Support/Application Monitoring - IT 

Senior Manager - Technical Support/Application/Product Support/Application Monitoring - IT  ,Job Description for Senior Manager - Technical Support/Application/Product Support/Application Monitoring - IT  in SMVA Consultants in  Noida for (15-20) years of experience. Apply Now!

Job Description for Senior Manager - Technical Support/Application/Product Support/Application Monitoring - IT  in SMVA Consultants in  Noida for (15-20) years of experience. Apply Now!