VeriPark - Director - Support

About the Job :

• The Support Director is responsible for leading and overseeing post-implementation customer support activities within a software company operating in the banking domain.
• Ideal candidates have multiple project experience along with software development experience in banks and with more than 15 years of experience.

What you will be doing :

• Lead and manage the application support, manage services and cloud support teams, providing guidance and support to ensure effective execution of projects.
• Develop and maintain strong relationships with clients, understanding their needs and aligning services to meet their expectations.
• Attend project steer costs and build C-level.
• Ensure early identification and reporting of possible product defects actively collaborating with implementation teams and communicating findings to the product development team for continuous improvement.
• Define and implement service delivery strategies, ensuring efficient processes and timely project completion.
• Drive business growth by identifying new opportunities within existing accounts and actively seeking new clients.
• Monthly 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.
• 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.
• 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 :

• 15+ years of relevant working experience.
• Bachelors or master's degree in Computer Science.
• Banking experience will be added advantage.
• Relevant certifications (e.g., PMP, ITIL) would be an advantage.
• Strong leadership abilities, with the ability to inspire and motivate a team.
• Experience in managing Support Teams, supporting Online / Mobile Banking and CRM solutions in financial institutions.
• Complete command over Agile Scrum and Waterfall and other SDLC Methodologies.
• Complete command Microsoft Project, Project Planning, and Execution.
• Complete understanding on Test Management Practices, Test Planning, Test Monitoring, Control and Governance.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients and stakeholders.
• Sound knowledge of the banking domain and the software product industry, with a deep understanding of client needs and market trends.
• Analytical and problem-solving skills, with the ability to identify issues and implement effective solutions.
• Flexibility and adaptability, with the ability to work in a fast-paced and changing environment.
• Understanding of older as well as latest versions of the technology.
• Experience in working with both on-premises and cloud solutions.
• Ownership and Problem-Solving mindset.
• Ability to work with different stakeholders for outcomes.
• Encourage diversity and innovation.
• Maximize Project profitability.
• Escalation management.
• Performance management.
• Customer management.

What we are offering?.

• Performance-Linked Bonus : Your hard work doesn't go unnoticed! Enjoy a performance-linked bonus as a testament to your dedication!.
• Rewards Beyond the Job : Enjoy a comprehensive benefits package, including Remote Work Support, Health Insurance, Care Program, and Online Psychological Support

(ref : iimjobs.com)