Senior Support Lead/Support Manager

2 weeks ago

noida, India Hays Business Solutions Private Limited Full time

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

(ref:hirist.tech)

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