Manager, Support (Product & Implementation)

What is the opportunity?

Reporting to the Director, Cloud Support, Manager, will support and align efforts to meet customer needs. The candidate will work with the different internal team (cross functional and operational) to ensure seamless support to client needs

Location: Trivandrum

Major Responsibilities:

• Work with senior team members to plan, organize, coordinate, execute projects and Initiatives
• Manage meetings, document interactions with actions and next steps
• Diligence in follow-up and follow-through
• Create, update, present project plans
• Organize work to achieve positive outcomes
• Encourage use of agile work management processes
• Facilitate weekly, bi-weekly sprints for the team(s) assigned
• Help team members prioritize workload.
• Maintain a healthy team by empowering, motivating, and building trust
• Set goals for team members
• Present weekly progress reports
• Have good control on the work management process to adapt and course correct with agility
• Identify improvement areas, plan, and execute improvement items
• Summarize problems at hand for senior stakeholder consumption
• Prepare and participate in status meetings, governance meetings
• Setup, coordinate and manage triage sessions with customers and partners
• Work with the different internal team (cross functional and operational) to ensure seamless support to client needs
• Must be able to technically guide the team
• Communicate proactively with customers and internal team members to deliver business value as a part of daily work management
• Coach, guide, mentor other members of the team/organization
• Support team in developing process knowledge base
• Setup knowledge base for the team to refer and enrich It continuously
• Lead from the front

Key Performance Indicators (KPIs):

• Clarity in thoughts and action: Written and Verbal
• Demonstrate ability to walkthrough the product/project functionality to an internal/external audience
• Demonstrate process adherence for all change management activities
• Demonstrate proactivity
• Demonstrate follow-ups and follow-throughs
• Client facing presentation ability
• Independently manage client expectations
• Client/Partner engagement - Drive/Attend Weekly/Monthly meetings with client
• Deliberate RCA discussions with client
• Internal stakeholder management and updates
• Closely work with Product team to align on production issues, and push for product release for timely delivery to client.
• Systematic team management and proper guidance/direction to the team.

Working Conditions:

• Ability to work in remote and/or office setting
• Fast paced environment with tight deadlines
• Support offshore hours / multiple time zones
• Flexibility with working hours based on team and client needs

Minimum Required Technical Skills / Qualifications

Knowledge, Education, Training:

• Degree in computer science, engineering, business administration or equivalent experience
• Industry accepted certifications in management space
• Must be familiar with our product or a product used by financial institutions in a similar space

Experience:

• Multiple years of experience working with customers and partners
• Domain knowledge of banking and financial institutions and/or large enterprise IT environment is desirable
• Experience in leading techno functional discussions with client. Knowledge of cloud concepts

Technical:

• Agile, Scrum experience
• Experience with process methodologies used in software industry
• Good understanding of java based technical implementations, deployments and troubleshooting
• Strong in database concepts
• Microsoft Excel, Word, PowerPoint, Wiki, Planning software, Agile project management tools
• Must be able to use and work with user interface-based applications

Communication:

• Strong, clear, and concise written and verbal communication skills
• Ability to communicate effectively at all levels of the organization

Customer facing skills: Connect, Engage, Listen, Explain, Facilitate, Coordinate, Follow-through

Interpersonal Skills: Strong interpersonal skills and can foster team collaboration.