AssistantManager,EnterpriseTechnicalSupport

Job Description

Responsible team (24/ 7) for seamless delivery and support for all enterprise products (Xpressfeed, API and others) that includes monitoring the availability and delivery of products, client communications, first level client services, basic technical support to clients and Ad hoc project support with data and technical knowledge. This team works with global stake holders on a regular basis and help improve the client experience. The Impact: Product Health Monitoring team is the first line of defense for all of our enterprise products. It ensures the smooth delivery of data to clients by proactively identifying issues with availability delivery of products, escalations to multiple teams, client communications on all service outages and product updates. This team also sends out client communications for CIQ and MI platforms along with updating banners. Handles all client queries and calls directly over weekends. What s in it for you: Gets a great opportunity to talk to external clients and internal stakeholders across globe. Liaise with different product teams, development teams, and Platform managers to analyze and help resolve product delivery related issues. Exposure to all of the enterprise products and desktop platforms Work with new talent to develop enhance their skill set and contribute to process improvement projects. Exposure to be a techno - functional specialist. You will work towards enhancing the client experience. Responsibilities: As an Assistant Manager of the Enterprise Technical Support team, you will be engaged in leading and motivating teams to meet the demands of the business. Responsible for smooth running of teams; you will be highly organized and able to prioritize your work schedule and manage the flow of information to and from all levels of the support function. Responsible for maintaining and improving the process KPIs Working with other managers to deliver reports, manage and find ways to improve the support processes You will apply sound reasoning to arrive at decisions required at management level Actively oversee support issues and ensure that issues were dealt with effectively and SLAs are met or exceeded. When required, be the point of contact in escalated cases and queries, keeping all parties updated of their status. Ensure communications among all support teams are well maintained. You will keep up to date with industry developments and disseminate your knowledge to your peers and other team members. Maintain high levels of competence and improve efficiencies Lead your teams: responsible for tracking and influencing KPIs, recruitment, training rostering, maintaining relevant records of employee performance, supervision, motivation, and appraisals. Lead by example and strive continuously to improve client experience. Have a thorough understanding of all S&P Global Enterprise products. What we re looking for: Basic Qualifications: Graduate Post Graduate in computer Science finance commerce with 3 years of experience Excellent communication (Verbal and Written) and interpersonal skills Leadership skills, ability to manage teams, mentor and inspire people Proficiency in gathering and analyzing information, setting up robust support processes Excellent organizing skills and the ability to meet deadlines and priorities. Multi - tasking, accountability and stake holder management Problem solving skills and out of the box thinking Ability to adapt and be flexible to changing requirements and procedures Willing to work in rotational shifts (Any 5 days of the week) Working knowledge on SQL is required. Knowledge on financial markets and business process management. Preferred Qualifications: Graduate in Computer Science and Commerce Finance is preferred Prior experience in leading client support teams Having programming knowledge is an added advantage Eligibility Criteria: Senior Data Researcher I to Team Leader ( or equivalent ) can apply only if employee completes 12 months in present designation & division. Assistant Managers can also apply to other divisions if employee completes 12 months of service in that position.,

Keyskills :
problemsolvingclientservicescomputersciencebusinessprocessexternalclientsleadershipskillsfinancialmarketslientsuppprojectsupptechnicalsupp