Project Manager Technical Support

Location : Bangalore or Hyderabad, India

No. of Positions : 1

Work Experience : 4+

About the company :

Tyfone, a global leader in the SaaS Digital Banking and Digital Payments sector, is redefining how the world engages with digital finance. Our solutions, nFinia, and payFinia, empower individuals, businesses, and families to transact and interact with financial technology in seamless, innovative ways. Customers of our technology are U.S banks and credit unions.

At Tyfone, the Product Support team maintains our digital banking products. As a Project Lead , you will be expected to triage and manage incoming support tickets, keep the client posted, and provide technical and managerial leadership for the Product Support division. You should work with the Product Support team to plan the support / maintenance releases and guide the team as per the plan. Triage and manage incoming support tickets and keep the client posted.

Key Responsibilities

At Tyfone you will be responsible for :

1. Daily triage of incoming tickets.

2. Lead and manage post-roll-out support of complex and high-priority projects.

3. Responsible for understanding the product, planning, and monitoring the work, keeping track of support / maintenance releases and resource availability

4. Effectively communicate the plan to the team and get buy-in before starting the development work

5. Interface with the various internal teams as needed to analyze the requirements, assess the technical feasibility of various customer requests and issues

6. Providing release status updates to customers and Tyfone Management

7. Handle the team dynamics and conflicts efficiently without losing the focus of delivering the committed work

8. Complete project life cycle management

a. Triaging of incoming tickets

b. Planning & development

c. Progress tracking

d. Maintaining committed SLAs

e. Identifying risks and risk mitigation planning.

f. Release planning

g. Ensuring that quality guidelines and recommendations are met.

h. Prepares and presents the progress report to the management team

i. Documentation

9. Prioritizing and scheduling maintenance releases. Grooming backlog tickets and planning sprints

10. Keeping track of support / maintenance releases and resource availability

11. Facilitate release readiness reviews, go / no-go meetings, and post-release retrospectives.

12. High-performing candidates with a proven track record of success may have the opportunity to travel to the United States for work-related purposes.

Qualifications

1. Good and effective communication and leadership skills.

2. Good interpersonal skills to be able to relate with people or personnel from different units of the company

3. Good understanding of Jira, Salesforce and SDLC

4. 4-9 years of work experience which should include

a. Developing and / or leading the development / support of medium to large web / mobile applications

b. 1 -2 years of experience in leading cross-functional teams and managing multiple projects end-to-end

c. Certifications in Agile methodologies / PMP is desirable

5. Excellent numerical, analytical, and problem-solving skills

6. A good understanding and experience in building a different type of software applications (web, mobile)

7. A good understanding of various technology stacks (ex : Java, PHP, JSP etc.)

8. A good understanding of the importance of usability and design for building a good product

9. Familiarity with JSON, XML, JavaScript, HTML5, RESTful APIs, RDBMS concepts will be helpful

10. Excellent understanding and experience of Agile Development process (Scrum) is a must

11. Experience in understanding of handling issue / bug triage

12. Experience managing multiple priorities and deadlines in a dynamic environment.

13. Graduation in Computer Science

Preferred Qualifications

1. Experience with online and mobile banking applications.

2. Fintech experience at a multinational with US customers is strongly preferred.

3. Experience with scripting languages (e.g., Python, Perl).

If you are a passionate problem-solver with a strong technical background and a commitment to delivering exceptional customer service, we encourage you to apply for this exciting opportunity