Support Manager
我们使金融机构成为人工智能第一的数字领导者。作为全球规模的专业团队，我们与最好的客户合作，为伟大和令人兴奋的项目提供了机会，在一个环境中，我们每天都学会了惊人的东西。每个代码，每个声音，每个贡献，每个挑战，每个成功都在这里庆祝。我们欢迎那些分享我们的价值观，拥有技能并热衷于共同享受财务数字未来的旅程的人候选人。关于工作：我们正在寻找支持经理，有经验在金融机构中的软件解决方案实施后提供支持。理想的候选人拥有多项项目经验，以及银行软件开发经验8年以上。你将做什么：·与团队进行周次规划和监测开放门票 ·监督并促进团队确定解决方案对开放的问题 ·维护客户关系和增加 CSI ·确保提供支持符合达成 SLAs ·准备和向客户定期报告状态 ·计划，沟通和执行改变请求整个支持生命周期 ·指导和审查要求 · 识别和管理项目风险，假设，问题和依赖性，并通过项目状况报告和项目委员会进行沟通 · 支持合同与 SLA 管理 ·培训和培养支持团队成员 ·提供出色的客户体验 · 与客户接触以解决任何不满并推动纠正行动 · 管理和升级关键客户问题的专业知识水平 · 在各个层面之间交流，扩大，工程/开发团队，服务经理有关进展和行动计划 · 发展与企业目标一致的团队中的人才 · 创建团队中创新，开放和高绩效的文化 · 推动运营指标并建立流程合规性 · 推动持续改进和积极参与倡议 · 展示主权。做出及时，深思熟虑和大胆的决定 我们正在寻找什么：· 在管理支持团队，在金融机构提供软件解决方案，特别是 L3软件发布支持方面的经验 · IT,计算机科学或相关领域学士学位 · CRM 和数字银行业务经验将是补充剂 · 全面了解测试管理
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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