Senior Enterprise Support Manager

We enable financial institutions to achieve digital excellence by delivering top-notch customer experiences.

The Senior Enterprise Support Manager 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.

This role involves managing application support, services, and cloud support teams, providing guidance and support to ensure effective execution of projects. The successful candidate will develop and maintain strong relationships with clients, understanding their needs and aligning services to meet their expectations.

Key Responsibilities:

• Lead and manage application support, services, and cloud support teams.
• Develop and maintain strong relationships with clients.
• Ensure early identification and reporting of possible product defects.
• Define and implement service delivery strategies.
• Drive business growth by identifying new opportunities within existing accounts.
• Monitor and facilitate team to identify solutions for open issues.
• Maintain customer relationships and increase CSI.
• Ensure that support provided is within agreed SLAs.
• Plan, communicate, and execute change requests throughout the support lifecycle.
• Guide and review Requirements Documents for change requests.
• Identify and manage risks, assumptions, issues, and dependencies of the project.
• Support contracts and SLA management.
• Deliver remarkable customer experience.
• Engage with customers to address dissatisfaction and drive corrective actions.
• Manage and escalate critical customer issues.
• Communicate at all levels among customers, escalation, engineering/development team, service managers about progress and action plan.
• Develop talent in the team aligning with 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 and make timely, thoughtful, and bold decisions.

Requirements:

Essential Skills:

• 10+ years of experience in IT companies, well-versed in Microsoft Tech Stack and cloud environment.
• Experience in L3 support to enterprise clients such as banks.
• Bachelor's or Master's degree in Computer Science.
• Banking experience will be an added advantage.
• Relevant certifications (e.g., PMP, ITIL) would be beneficial.
• 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 of Microsoft Project, Project Planning, and Execution.
• Complete understanding of 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 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.

Benefits:

• 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 about 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.

About Us:

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.