支持经理
Support Manager
我们帮助金融机构成为以人工智能为核心的数字领导者。
作为一支全球规模的专业团队，我们与优质客户合作开展令人兴奋的项目，在这里我们每天都能学习到令人惊叹的新事物。每一段代码、每一次发言、每一次贡献、每一个挑战、每一次成功都会在这里被庆祝。
我们欢迎与我们价值观一致、具备相关技能并充满热情的人才，一起踏上构建金融数字未来的旅程。
职位简介：
我们正在寻找一名支持经理，有经验为金融机构的软件解决方案提供实施后支持。理想的候选人拥有多个项目的经历，以及在银行中的软件开发经验，并且有超过8年的相关经验。
你将负责以下工作：
- 与团队进行周计划并监控待处理工单
- 监控并协助团队识别待解决问题的解决方案
- 维护客户关系并提升客户满意度（CSI）
- 确保提供的支持符合约定的服务水平协议（SLA）
- 准备并定期向客户汇报状态报告
- 在支持生命周期中计划、沟通并执行变更请求
- 指导和审查变更请求的需求文档
- 识别并管理项目的风险、假设、问题和依赖项，并通过项目状态报告和项目看板进行沟通
- 支持合同和SLA管理
- 培训和支持团队成员
- 提供卓越的客户体验
- 与客户沟通以解决不满并推动纠正措施
- 管理并升级关键客户问题，以引入合适的专家资源
- 在客户、升级团队、工程/开发团队和服务经理之间就进展和行动计划进行沟通
- 发展团队人才，与业务目标保持一致
- 在团队中建立创新、开放且高绩效的文化
- 推动运营指标并建立流程合规性
- 推动持续改进并积极参与各项举措
- 展现责任感，做出及时、深思熟虑且大胆的决策
我们寻找的候选人：
· 有管理支持团队的经验，支持金融机构的软件解决方案，特别是L3-软件发布支持
· IT、计算机科学或相关领域的学士学位
· 具有CRM和数字银行经验者优先
· 对测试管理有全面的理解
查看英文原文
We enable financial institutions to become AI-first digital leaders.
As a professional team of global scale, we work with best clients for great and exciting projects, in an environment where we learn amazing things every day. Each code, each voice, each contribution, each challenge, each success is celebrated here.
We welcome candidates who share our values, have the skills and are passionate to enjoy our journey to build the digital future of finance, together.
About The Job:
We are looking forSupport Manager, experienced in providing post implementation support for software solutions in financial institutions. Ideal candidates have multiple project experience along withsoftware development experience in banksand with more than 8 years of experience.
What you will be doing:
- Weekly planning with team and monitoring of open tickets
- Monitor and Facilitate team to identify solutions for the open issues
- Maintain customer relationships and increase CSI
- Ensure that support provided is within the agreed SLAs
- Prepare and communicate regular status reports to the clients
- Plan, communicate and execute change requests throughout the support lifecycle
- Guide and review Requirements Documents for change requests
- Identifying and managing the risks, assumptions, issues, and dependencies of the project and communicating through project status reports and project boards
- Support Contracts and SLA management
- Train and groom the support team members
- Deliver Remarkable customer experience
- Engage with customer to address any dissatisfaction and drive corrective actions
- Manage and escalate critical customer issues to bring right level of expertise
- Communicate at all levels among customers, escalation, engineering/development team, service managers about the progress and action plan
- Develop Talent in the team aligning with the business objectives
- Create an innovative, open, and high performing culture in the team
- Drive operational metrics and build process compliance
- Drive Continuous improvement and active participation in initiatives
- Demonstrate ownership. Make timely, thoughtful, and bold decisions
What we are looking for:
- Experience in managing Support Teams, supporting software solutions in financial institutions, particularly L3-software release support
- Bachelor’s Degree in IT, Computer Science, or a related field
- CRM and Digital Banking experience will be an add-on
- Complete understanding on Test Management Practices, Test Planning, Test Monitoring, Control and Governance.
- Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience.
- Understand customer requirement
- Ownership and Problem-Solving mindset
- Lead his team along with accountability
- Escalation management
- Performance management
- Customer management
What we are offering:
• Remote Freedom, Your Way: At VeriPark we believe in the power of talent, no matter where it resides. Design your ideal workspace and achieve the perfect work-life balance.
• Rewards Beyond the Job: Enjoy a comprehensive benefits package, including Remote Work Support, Health Insurance, Care Program, and Online Psychological Support. We care you!
• Birthday Leave, Because You Matter: We value your special moments! Take the day off on your birthday and treat yourself.
• Global Impact, Cutting-Edge Tech: Immerse yourself in global projects with top-tier clients and stay ahead with cutting-edge technologies. Your skills will shape the future of our industry.
• Unleash Your Potential: Develop yourself with VeriPark Academy opportunities; webinars, and in-house training sessions.
• Diverse, Vibrant Community: Be part of a dynamic environment that values diversity and inclusivity.
• Together Culture: Even in a remote world, we cultivate connections through engaging face-to-face gatherings as well as online fun events. Special information sharing environment where you can update & align yourself.
About VeriPark:
VeriPark is a global technology powerhouse with more than two decades of experience in the financial services industry. Our mission is to enable financial institutions to become digital leaders by delivering world class customer journeys.
With offices in 15 countries from Canada over Europe and the Middle East to Kuala Lumpur, our 1000+ colleagues are serving customers in more than 30 countries worldwide.
As a global player, we offer more than just a workplace; we provide a transformative environment that transcends boundaries. Joining VeriPark means becoming part of a diverse family where talent is nurtured, diversity is celebrated, and our culture empowers each individual to reach their full potential.
Be a part of our global family, where opportunities are as vast as our global footprint.
Originally posted on Himalayas