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19/02 Sandhya
Talent Acquisition & Head New Business at SearchEnds

Views:95 Applications:29 Rec. Actions:Recruiter Actions:0

Support Manager - Managed Services (7-13 yrs)

Delhi/Delhi NCR/Noida Job Code: 893972

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.

Women-friendly workplace:

Maternity and Paternity Benefits

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