Manager, Cloud Support

What is the opportunity?

Reporting to the Director, Cloud Support, Manager, Cloud Support 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.