Support Manager

VeriPark

We are looking for Support Manager , experienced in providing post implementation support for software solutions in financial institutions. Ideal candidates have multiple project experience along with software development experience in banks and 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