Senior Technical Consultant

Job Description

Team description. CS - Shift Leads Team is a part of 3rd Line team which acts as quality control , maintains response resolution time , manage support floor operations and ensures internal external customer satisfaction 24x7x365 We are now looking for a Senior Technical Consultant | Shift Lead to join our team who can manage customer support shifts (24x7x365) to ensure the smooth running of the support process and ensure that all cases and incidents are handled/ assigned as per the priority defined in the support classification (especially during off business hour or when the SLM are away or off work in order to achieve Response and Resolution SLAs. Key role responsibilities In this role , you will be responsible for providing professional , efficient and effective technical support to Basware(internal/ external)/ Partners in a manner that further enhances Customer experience , satisfaction and loyalty. CS Shift Lead team is a part of 3rd level support , which means in this role you will not only be responsible to handle the support operation for all support lines but also will be handling the 3rd line queue management with exposure to product and trying to resolve most complex and interesting support problems. This role requires assistance to be given to 1st and 2nd line support teams on technical and process related queries. You should be able to understand the impact on Customer business and take the most appropriate approach to provide guidance within support organization. Good to have knowledge of BW P2P or Network portfolio and must be open minded for learning other areas. The ability to analyze the overall workload and bring up initiatives based on the data to make the overall Support operations more robust and efficient. Candidate qualifications In order to thrive and succeed in this role , we expect you to have the following skills: To take full responsibility of the shift in terms of management of support staff (all lines 40+ people who may vary from shifts to shifts) , management of case/ incident queues and quality targets To ensure the smooth running of the global support processes and procedures Monitor , measure , and report on support related processes Problem- solving and troubling shooting skills are necessary to assist the support line whenever needed to provide the resolution To work closely with other Shift Lead and Solid line managers to ensure shift handovers are effectively done To ensure that the training skills are met for current and future demands of the shift To have an active role in the support organization s continuous improvement plan to achieve for future growth within the company Maintaining a high level of timekeeping is of the essence To be able to add value by bringing initiatives that increase the overall support value chain. Your Experience: Minimum 5 years of experience in a technical lead background Leadership and presentation skills Positive attitude is must Strong general IT infrastructure knowledge (Networks , Virtualization , Computer hardware , Software delivery methods) Strong knowledge of Microsoft operating systems (servers and workstations) High knowledge of SQL Server and/ or Oracle databases including scripts , queries , and fine- tuning , Good to have ASP.Net , VB , XML , Shell scripting Basic ITIL understanding Intermediate consulting skills Business language: Good English Communication Skills are mandatory (Verbal Written) Our offering. We in 3rd Line Support are truly a OneBasware team; whilst your main expertise is expected to be in our Network area , you are expected to be open minded for learning other areas such as Purchase to Pay as well. As a 3rd liner , you will be exposed to various company- wide projects upon your interest and expertise.,

Keyskills :
sap sales echnicalsupport queuemanagement presentationskills customersupport sqlserver qualitycontrol communicationskills shellscripting