- We enable financial institutions to become digital leaders.

- As a professional team of global scale, we work with best clients for great and exciting projects, in an environment where we learn amazing things every day.

- Each code, each voice, each contribution, each challenge, each success is celebrated here.

- We welcome candidates who share our values, have the skills and are passionate to enjoy our journey to build the digital future of finance, together.

About the Job :

- The Support Director is responsible for leading and overseeing post-implementation customer support activities within a software company operating in the banking domain.

- Ideal candidates have multiple project experience along with software development experience in banks and with more than 15 years of experience.

What you will be doing :

- Lead and manage the application support, manage services and cloud support teams, providing guidance and support to ensure effective execution of projects.

- Develop and maintain strong relationships with clients, understanding their needs and aligning services to meet their expectations.

- Attend project steer costs and build C-level.

- Ensure early identification and reporting of possible product defects actively collaborating with implementation teams and communicating findings to the product development team for continuous improvement.

- Define and implement service delivery strategies, ensuring efficient processes and timely project completion.

- Drive business growth by identifying new opportunities within existing accounts and actively seeking new clients.

- Monthly planning with team and monitoring of open tickets.

- Monitor and Facilitate team to identify solutions for the open issues.

- Maintain customer relationships and increase CSI.

- Ensure that support provided is within the agreed SLAs.

- Plan, communicate and execute change requests throughout the support lifecycle.

- Guide and review Requirements Documents for change requests.

- Identifying and managing the risks, assumptions, issues, and dependencies of the project and communicating through project status reports and project boards.

- Support Contracts and SLA management.

- Deliver Remarkable customer experience.

- Engage with customer to address any dissatisfaction and drive corrective actions.

- Manage and escalate critical customer issues to bring right level of expertise.

- Communicate at all levels among customers, escalation, engineering/development team, service managers about the progress and action plan.

- Develop Talent in the team aligning with the business objectives.

- Create an innovative, open, and high performing culture in the team.

- Drive operational metrics and build process compliance.

- Drive Continuous improvement and active participation in initiatives.

- Demonstrate ownership.

- Make timely, thoughtful, and bold decisions.

What we are looking for :

- 15+ years of relevant working experience.

- Bachelors or master's degree in Computer Science.

- Banking experience will be added advantage.

- Relevant certifications (e., PMP, ITIL) would be an advantage.

- Strong leadership abilities, with the ability to inspire and motivate a team.

- Experience in managing Support Teams, supporting Online/Mobile Banking and CRM solutions in financial institutions.

- Complete command over Agile Scrum and Waterfall and other SDLC Methodologies.

- Complete command Microsoft Project, Project Planning, and Execution.

- Complete understanding on Test Management Practices, Test Planning, Test Monitoring, Control and Governance.

- Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients and stakeholders.

- Sound knowledge of the banking domain and the software product industry, with a deep understanding of client needs and market trends.

- Analytical and problem-solving skills, with the ability to identify issues and implement effective solutions.

- Flexibility and adaptability, with the ability to work in a fast-paced and changing environment.

- Understanding of older as well as latest versions of the technology.

- Experience in working with both on-premises and cloud solutions.

- Ownership and Problem-Solving mindset.

- Ability to work with different stakeholders for outcomes.

- Encourage diversity and innovation.

- Maximize Project profitability.

- Escalation management.

- Performance management.

- Customer management.

What we are offering?.

- Performance-Linked Bonus: Your hard work doesn't go unnoticed! Enjoy a performance-linked bonus as a testament to your dedication!.

- Rewards Beyond the Job: Enjoy a comprehensive benefits package, including Remote Work Support, Health Insurance, Care Program, and Online Psychological Support