Experience required for the Job: 11 - 15 years Annual Salary of the Job: Will get a descent hike Job Location: Hyderabad
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Dear Candidate,
Job Opportunity as "Manager - Product Support" with a leading IT Disciplines Company
Greetings...
While I was having a glimpse of your profile I found it relevant to a critical position with one of my client company,
About Company
It is the pioneer and leading provider of Revenue Management solutions for the Life Sciences and Technology industries. Our solutions enable our customers to maximize revenue and reduce revenue compliance risk by transforming their revenue life cycle from a series of tactical, disjointed operations into a strategic, end-to-end process.
Kindly find some of the details of the position and forward me your updated profile with the consent to process it further to sarthak@vrindaconsutants.com (Sarthak Arya)
Job Position: Manager - Product Support
Job Category: IT / Software
Joining Time: Immediate / ASAP
Qualification: B.Tech / M.Tech / MCA/ MBA
Job Location: Hyderabad
Position Description
As Manager, Product Support (Life Sciences & High Tech), you will have the responsibility to lead, manage, and further develop one or more teams in our technical support organization. You will work closely with our existing support teams, product development, and professional services teams to ensure that Company is delivering superior service and support to our customers. You will provide direct hands-on support to customers, manage escalations of issues from a technical and process standpoint, and supervise the work of technical support engineers serving customers.
Responsibilities
o Manage and develop part of Company's existing technical support organization, including hiring, management, and professional development of support engineering staff
o Provide direct hands-on support to a select set of customers.
o Manage escalations of high priority or high severity issues, including overall action planning, resolution of issues, communication with Company teams, Company management, and customer representatives at technical and senior levels.
o Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, case management, and telephony
o Provide regular reports for management on team activities, recommendations for process improvements and action items, assessment of team performance, and frequent updates on escalations.
o Work with Company's product development team to diagnose, triage, and obtain product fixes or other types of resolutions for technical and business problems related to Company's software and its integration to upstream and downstream business systems, and assist in testing and deploying those fixes on the customer's systems.
Requirements
o Bachelors degree or greater in Computer-related field is required., MBA a significant plus
o 11+ years of experience in the software industry with a minimum of 4 years in technical support management, including people management
o Previous experience as a software developer on java and/or Pl/SQL is a must. Experience with Linux and/or Windows is desirable.
o 2-5 years experience supporting packaged enterprise software products such as SAP, Oracle, Peoplesoft, Siebel, etc.
o Background in the development and management of remote support groups, international support groups, and 24x7 support operations
o Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
o Experience in both small and large companies is highly desirable
o Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable.
o Excellent written and verbal communications and interpersonal skills
o Track record of accomplishment and effectiveness within organizations
o Familiarity with CRM or incident tracking and management systems such as Salesforce, Siebel, Remedy etc.
If you want to explore this opportunity share your CV at 'sarthak@vrindaconsultants.com' with details below ASAP :
Total Years of experience
Relevant Years of experience
Educational Qualification
Experience in Product support
Experience in management
Experience on Java
Experience in Peoplesoft / SAP/ Siebel
Experience on SQL/Oracle
Current Location
Preferred Location
Nationality
Current Compensation
Expected Compensation
Notice Period
Thanks & Regards,
Sarthak Arya
Consultant
Vrinda Consulting Inc.
sarthak@vrindaconsultants.com | Is this job relevant to you? Yes No |
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