Director of Enterprise Software Support

We enable financial institutions to become digital leaders.

As a professional team of global scale, we work with best clients for great and exciting projects, in an environment where we learn amazing things every day. Each code, each voice, each contribution, each challenge, each success is celebrated here.

We welcome candidates who share our values, have the skills and are passionate to enjoy our journey to build the digital future of finance, together.

About the Job :

The Director of Enterprise Software Support - Banking 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 10 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 :

• 10 years of experience in IT company, well versed in Microsoft Tech Stack and cloud environment
• Should have experience in L3 support to enterprise clients such as banks
• 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. We care you
• Birthday Leave, Because You Matter: We value your special moments Take the day off on your birthday and treat yourself.
• Global Impact, Cutting-Edge Tech: Immerse yourself in global projects with top-tier clients and stay ahead with cutting-edge technologies. Your skills will shape the future of our industry.
• Unleash Your Potential: Develop yourself with VeriPark Academy opportunities; webinars, and in-house training sessions.
• Diverse, Vibrant Community: Be part of a dynamic environment that values diversity and inclusivity.
• Together Culture: Even in a remote world, we cultivate connections through engaging face-to-face gatherings as well as online fun events. Special information sharing environment where you can update & align yourself.

About VeriPark:

We are a global technology company with more than two decades of expertise in the Financial Services industry. Our mission is to enable financial institutions to become digital leaders by delivering world class customer journeys in digital and assisted channels. We develop omni-channel delivery, customer engagement (CRM), branch automation and loan origination solutions based on Microsoft technology (Azure, Dynamics 365, Power Platform) for banks and insurance companies worldwide.

With offices in 15 countries from Canada over Europe and the Middle East to Kuala Lumpur, our 1000+ colleagues are serving customers in more than 30 countries worldwide.

https://www.veripark.com