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Manager Global Support

3.00 to 6.00 Years   Bangalore   02 May, 2020
Uniphore
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaSales / BDGeneral / Other Software
EmploymentTypeFull-time

Job Description

About You: You are friendly, collaborative, and happily work well with others You are passionate about both travel and technology Your attention to detail is spectacularYou are flexible, creative, motivated, and cooperative You hold yourself and others accountable to commitments You are comfortable with continual change and improvement You enjoy working within the fabric of a purpose-built culture and process that respects the individual but values the team Roles Responsibilities

  • Proficient in escalation management, release management, change management, data analysis and solution design.
  • Available to lead solve P1/P2 issues/situations.
  • Monitor and present SLA adherence, Customer KPIs, resource utilizations.
  • Measurement of support performance using key metrics.
  • Perform periodical audits contribute to process improvements.
  • Plan, execute and track product releases and enhancements.
  • Be an effective advocate for the customer and deliver an excellent customer experience.
  • Focus on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality, and value.
  • Collaborate with Customer Success team and drive support excellence initiatives to enhance customers support experience.
  • Experience working with Global teams.
  • Prepare business continuity plan from support delivery perspective.
  • Be responsible to assess employees performance on a regular basis.
  • Ensure team members develop their professional skills through active participation in relevant events, training, mentoring and communities.
Desired Experience/Domain
  • Experience in Cloud Lifecycle Management, client-server systems, Application Lifecycle Management and Customer Management.
  • Hands-on experience in building and management of support groups (including remote team), and 24x7 support operations.
  • Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
  • Identify cases based on data analysis, customer interactions, customer s process and operational output or gaps to derive opportunities for Customer Success teams for drive business growth.
  • Experience is executing multiple projects and deliver services across geographies in collaboration with multiple stakeholders internal and external.
  • Extensive experience in conflict management, operations management, solution design, people management.
  • Hands-on experience in designing and executing service improvement and continual service improvement programs.
  • Technical expertise in scripting knowledge, virtualization technologies, Cloud platforms, automation and monitoring tools.
Qualifications Certifications
  • Bachelor s or Master s in Computer Science, Information Technology or comparable fields.
  • ITIL v3 or higher
  • PMP, Kanban certified or comparable certification.
  • Know-how of ISO or GDPR compliance policies.
Mandatory Skills
  • Require strong analytical skills, methodical thinking, and ability to define problems and frame solutions.
  • Have good experience in Devops, support operations, automation and monitoring tools.
  • Must have good hands on experience on audit and quality monitoring process.
  • Experience in driving business requirements workshops, knowledge gathering sections and prepare Requirement Documents, Specification Documents, Data flow, Process flow charts etc.
  • Proficiency with PowerPoint, Word and Excel
  • Ability to organize, prioritize and manage personal and teams work.
  • Excellent communication, presentation (both oral and written) and influencing skills.
  • Ability to work as team player in a technology driven environment.
Degree of travel required : 10-20% ,

Keyskills :
process flow chartsstrong analytical skills application lifecycle managementdata flow flow chartsprocess flow data analysisclien

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