Hays Business Solutions Private Limited
This listing was posted on hirist.
Senior Support Lead/Support Manager - Production Support (8-15 yrs)
Location:
Bangalore/Noida
Description:
Behavioural Competencies:- Good critical thinking skills - Excellent communication skills, both written and verbal - Critical thinking - Ability to work well under pressure. - Good people skills - Detail oriented - Ability to deliver against customer commitments. - Collaborative - Ability to prioritise effectively. - Ability to assess process effectiveness and implement improvements where appropriate. - Commitment to the organisation's values and key outcomes through delivery of their responsibilitiesDesirable Competencies: - Good knowledge of Software Development Life Cycle - Functional experience with PeopleSoft HCM, ELM, CRM and EP (Finance) - Proficient in any Ticket Management Tool - Business experience on ERP Applications (PeopleSoft), OAS Systems, RPA, SharePoint - Understanding of basic SQL Report/query. - Technical aptitude for automation - ITIL V4 or above - Proficient in using MS Excel/Word/Visio and PowerPoint - Good Documentation, Analytical, Reporting & Presentation skills.Key Accountabilities:- Supervising day-to-day operations in the Support and Monitoring team - Responding to business issues in a timely manner.- Driving effective customer service procedures, policies, and standards within the team. - Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis. - Maintaining accurate records and documenting all customer service activities and discussions. - Assessing service statistics and preparing detailed reports on your findings. - Staying informed on the latest industry techniques and methods. - Communication of Status and SLA's and Setting Expectations with business users and for every incident/request or change made. - Escalating effectively making sure that there are no breaches in SLA. Reporting :- Metrics of open/closed cases weekly- Aging of Incidences- Categorization of Incidences.- Any trends/patterns.- Look for pattern and trends on the issues logged, report to UK Senior Support manager and then address with relevant teams. - Identify manual processes and share initiatives to automate those Manual ProcessesMinimum Education and Experience:- Minimum of 5 years of experience in production support. - Bachelor's degree in computer science or equivalent (ref:hirist.tech)
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More About this Listing: Senior Support Lead/Support Manager - Production Support (8-15 yrs)
Senior Support Lead/Support Manager - Production Support (8-15 yrs) is a Executive Manager Job at Hays Business Solutions located in India. Find other listings like Senior Support Lead/Support Manager - Production Support (8-15 yrs) by searching Oodle for Executive Manager Jobs.
Senior Support Lead/Support Manager - Production Support (8-15 yrs) is a Executive Manager Job at Hays Business Solutions located in India. Find other listings like Senior Support Lead/Support Manager - Production Support (8-15 yrs) by searching Oodle for Executive Manager Jobs.