Talent Acquisition & Head New Business at SearchEnds
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Support Manager - Managed Services (7-13 yrs)
Support Manager - Managed Services
Shift : 24/7
Location : Noida
Position Overview :
- The Support Manager plays an integral role in the 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 to Software Solution Licensees .
- The Manager - Managed Services will manage a 12+ person team providing 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 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, requests are fulfilled, and the 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 product and development teams to troubleshoot application issues.
- 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.
- Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is completed.
- 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 regards 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 degree in computer science, computer engineering, electrical engineering, or related field
- Experience in Level 1, Level 2 and Level 3 Managed Services analysis
- 5+ years experience as a support consultant supporting software applications
- 5+ years experience as a support manager
- Must have excellent written and verbal communication skills
- Must have high demand for quality
- Expertise developing and managing support strategies and processes
- Experience with the Agile Software Development Life Cycle
- Experience working with end users (clients) to resolve their support issues
- Quick learner and proactive with the ability to work in a dynamic, fast-changing environment
- Ability to shift from support channels (between phone, instant message, and tickets)
- 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%)
Education : BE/BTech, M.C.A., M.Sc.-Computers, M.Tech.
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