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Support Manager

8.00 to 12.00 Years   Chennai   16 Oct, 2020
Ramco Systems
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Qualification : BEMBA from reputed Institute |ITIL certificati on Experience : Experience range: 8 to 12 years | Experience in ERP Product Support What skill sets are we looking for

  • Support Management
  • Project Management
  • Understanding of support processes
  • Team handling
  • SLA Management

Your Role and Responsibilities

  • Responsible for managing Production Support for multiple customers
  • Incident Management: Manage compliance to SLAs, expedite resolution of support issues
  • Problem Management: Coordinate with internal teams for RCA and permanent solution to recurring issues
  • Change Management: Identification of scope deviations, costing and management of changes, enhancements, customizations and service requests from customers, Effective delivery at the right cost, quality and time
  • Upgrade Management: Manage the E2E upgrade activity, testing and resolution of upgrade issues
  • Develop and implement structured support processes, manage risks and overall support administration
  • Ensure customer expectations and needs are accurately met and understood
  • Delegate and manage tasks, responsibilities to support team members
  • Attend and chair project support review meetings with customers
  • Monitor billings, invoicing, milestones and support profitability
  • Provide guidance and facilitate communication to internal and external stakeholders for all support activities
,

Keyskills :
salestechnical supportslacustomer relationsdeliveryteam handlingsla managementproject supportproduct supportchange managementproject managementproduction supportproblem managementsupport managementincident managementerpe2ercaslastesting

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