Support Lead 4-6 Yr Exp – Corp Communications – Manager/ Executive Job Hyderabad / Secunderabad

Apply Now

· Be the primary point of contact to the Customer for support offerings

· Leadership in support processes, KPIs & SLA management

· Handle escalations and drive customer communications on daily basis

· Manage the support team’s schedules and their work allocation to ensure optimal handling of incoming support issues

· Be the point of Escalation for the Customer to report concerns on support quality or timelines, or for critical issues needing immediate attention

· Interface regularly with Customer contacts to track critical milestones such as go-live releases or upgrades, and align support resources availability and focus accordingly

· Conduct periodical reviews with Customer, review performance against target timelines, exchange feedback and drive improvements in the engagement process

· Work with the customer to ensure the correct priority of support tickets

· Provide weekly dashboard and status updates on support issues

· Generate monthly service review decks and deliver them to stakeholders for all the engagements

· Host monthly/quarterly service review calls as per agreement with customer stakeholders

· Monitor all support issues and ensure quality and timelines of support

· Regular Case Audits to ensure the Incident Management Process is followed

· Own Change Management Process

· Call for Problem meetings and manage the life cycle

· Own end-to-end Release and Build Management for Support engagements

· Ensuring the SLAs are met

· Preparation of Root Cause Analysis (RCA) and other Technical Documents

· On board new projects into Support and own the transition process

· Managing shifts to cover 24*7 for support continuity

· Provide analytics and metrics on team performance

Required Skills:

· Graduates/Post Graduates in Engineering or Computer Applications

· Minimum 4 years of experience in Application Support & Maintenance of Various Environments

· Sound knowledge of ITIL Concepts / Processes

· ITIL v3 Foundation Certified

· Excellent communication skills (both verbal and written)

· Strong analytical and problem-solving skills

· Supporting enterprise class software services

Optional Skills:

· Good Knowledge of Scrum Master concepts and responsibilities

· Experience in managing Hosting/Cloud engagements is desired

· Experience & Achievements in people management skills

Apply Now

Source