Senior Support Lead/Support Manager
4 weeks ago
Behavioural Competencies:
- Good critical thinking skills
- Excellent communication skills, both written and verbal
- Critical thinking
- Ability to work well under pressure.
- Good people skills
- Detail oriented
- Ability to deliver against customer commitments.
- Collaborative
- Ability to prioritise effectively.
- Ability to assess process effectiveness and implement improvements where appropriate.
- Commitment to the organisation's values and key outcomes through delivery of their responsibilities
Desirable Competencies:
- Good knowledge of Software Development Life Cycle
- Functional experience with PeopleSoft HCM, ELM, CRM and EP (Finance)
- Proficient in any Ticket Management Tool
- Business experience on ERP Applications (PeopleSoft), OAS Systems, RPA, SharePoint
- Understanding of basic SQL Report/query.
- Technical aptitude for automation
- ITIL V4 or above
- Proficient in using MS Excel/Word/Visio and PowerPoint
- Good Documentation, Analytical, Reporting & Presentation skills.
Key Accountabilities:
- Supervising day-to-day operations in the Support and Monitoring team
- Responding to business issues in a timely manner.
- Driving effective customer service procedures, policies, and standards within the team.
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
- Maintaining accurate records and documenting all customer service activities and discussions.
- Assessing service statistics and preparing detailed reports on your findings.
- Staying informed on the latest industry techniques and methods.
- Communication of Status and SLA's and Setting Expectations with business users and for every incident/request or change made.
- Escalating effectively making sure that there are no breaches in SLA.
Reporting :
- Metrics of open/closed cases weekly
- Aging of Incidences
- Categorization of Incidences.
- Any trends/patterns.
- Look for pattern and trends on the issues logged, report to UK Senior Support manager and then address with relevant teams.
- Identify manual processes and share initiatives to automate those Manual Processes
Minimum Education and Experience:
- Minimum of 5 years of experience in production support.
- Bachelor's degree in computer science or equivalent
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