Manager – Managed Services (8-12 yrs)

  • Full Time
  • Noida
  • Full Time
  • Noida

Manager – Managed Services (8-12 yrs)

The Managed Services 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 across IVP Software Solutions to its asset management clients. The Manager – Managed Services will manage a 12+ person team providing time-sensitive 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 financial services 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 timely, requests are fulfilled, and 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 multiple product and development teams to perform RCA, identify and troubleshoot recurring application issues and ensure resolution is applied proactively to all clients.

– 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.

– 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 regard 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 :

– Bachelors/Masters degree in computer science, computer engineering, electrical engineering, or related field

– Experience in Level 1, Level 2, and Level 3 Managed Services

– Experience supporting applications on SQL Server and Microsoft technology stack

– 4+ years experience as a support consultant supporting software applications

– 4+ years experience as a support manager

– Must have excellent written and verbal communication skills

– Must have a high demand for quality

– Expertise in developing and managing support strategies and processes

– Experience working with end-users (clients) to resolve their support issues, preferably in banking/investment management / financial services

– Quick learner and proactive with the ability to work in a dynamic, fast-changing environment

– 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%)


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