Support Manager

Job Description

Support Manager - Managed Services Shift: 24/7Location: NoidaPosition OverviewSupport Manager plays an integral role in Managed Services team by managing the Level 1, Level 2 activities of the team. The Manager - Managed Services will be part of a global team responsible for providing 24/7 managed services to IVP Software Solution Licensees . The Manager - Managed Services will manage a 12+ person team providing product support to users via email, phone and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management.Responsibilities

• Define a long term strategic roadmap for providing a world class white glove managed services experience to clients based on their tiering
• Work with onshore and offshore support consultants to provide exemplary coverage that exceeds client expectations .
• Manage and oversee team(s) executing Managed Services tasks via email, phone and chat, to both internal and external users.
• Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is completed.
• Communicate and collaborate with the US Managed Services teams to ensure both US and India Managed Services teams are unified for all communication with one goal/ one message.
• Hire and train qualified Managed Services team consultants.
• Work with support consultants to mentor and train the team to improve their knowledge of the application functionality and underlying technologies.
• Work with product and development teams to troubleshoot application issues.
• Identify and remove any blockers for the Managed Services team.
• Facilitate weekly Managed Services meetings to ensure the team is current with processes and to gather user feedback for enhancement requests and deficiencies.
• Run operational reports to manage ticket progression, identify trends in ticket volumes and types, and provide recommendations for continuous improvements for support services
• Maintain all application SLAs and respond to users via a ticketing system for incident and request management.
• Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is completed.
• Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
• Build and maintain a white glove client-centric culture.
• Multi-task and set priorities accordingly to meet and/or exceed expectations.
• Maintain and protect confidentiality with regards to all aspects of client information.
• Mentor consultants on proper standards/techniques to improve their accuracy and efficiency.
• Provide after hours and on-call support as needed.
• Perform other duties as assigned

Qualifications

• Bachelor s degree in computer science, computer engineering, electrical engineering, or related field
• Experience in Level 1, Level 2 and Level 3 Managed Services analysis
• 5+ years experience as a support consultant supporting software applications
• 5+ years experience as a support manager
• Must have excellent written and verbal communication skills
• Must have high demand for quality
• Expertise developing and managing support strategies and processes
• Experience with the Agile Software Development Life Cycle
• Experience working with end users (clients) to resolve their support issues
• Quick learner and proactive with the ability to work in a dynamic, fast-changing environment
• Ability to shift from support channels (between phone, instant message, and tickets)
• Ability to prioritize tasks and flexible to work on multiple assignments
• Ability to implement support strategies effectively and efficiently
• Proficient with MS Office suite
• Ability to work flexible shifts for 24/ 7 support coverage, including some holidays and weekends
• Ability to work successfully with onshore and offshore teams
• Ability to travel as needed (less than 25%)

Education: BE/BTech, M.C.A., M.Sc.-Computers , M.Tech.,

Keyskills :
salestechnical supportslacustomer relationsdeliverybuild strong relationshipsms officewhite gloveproduct supportproblem solvingcomputer sciencecustomer supportoncall support