Lead Enterprise Software Support Specialist

We foster collaborative relationships with top financial institutions, empowering them to excel in the digital landscape.

Our global team works closely with esteemed clients on innovative projects, promoting a culture of innovation and growth. Every contribution, challenge, and success is celebrated.

We seek passionate professionals who share our values and are eager to shape the digital future of finance together.

About the Role:

The Lead Enterprise Software Support Specialist will oversee post-implementation customer support activities within our banking domain. Ideal candidates have multiple project experience, software development expertise in banks, and over 10 years of experience.

Main Responsibilities:

• Lead application support teams, providing guidance and support for effective project execution.
• Develop and maintain strong relationships with clients, understanding their needs and aligning services to meet expectations. Participate in project steering and C-level meetings.
• Ensure early identification and reporting of possible product defects, 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.
• Maintain customer relationships and increase CSI through regular planning and monitoring of open tickets.
• Monitor and facilitate team collaboration to identify solutions for open issues.
• Ensure support provided meets agreed SLAs.
• Plan, communicate, and execute change requests throughout the support lifecycle.
• Guide and review Requirements Documents for change requests.
• Identify and manage project risks, assumptions, issues, and dependencies, communicating through project status reports and boards.
• Support Contracts and SLA management.
• Deliver exceptional customer experiences.
• Engage with customers to address dissatisfaction and drive corrective actions.
• Manage and escalate critical customer issues to bring the right level of expertise.
• Communicate progress and action plans among customers, escalation, engineering/development teams, and service managers.
• Develop talent in the team aligned 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 participate in active initiatives.
• Demonstrate ownership, making timely, thoughtful, and bold decisions.

Requirements:

• 10+ years of experience in IT, well-versed in Microsoft Tech Stack and cloud environment.
• Experience in L3 support for enterprise clients, such as banks.
• Bachelor's or Master's degree in Computer Science.
• Banking experience is an added advantage.
• Relevant certifications (e.g., PMP, ITIL) are beneficial.
• Strong leadership abilities, inspiring and motivating teams.
• Experience managing Support Teams, Online/Mobile Banking, and CRM solutions in financial institutions.
• Command of Agile Scrum, Waterfall, and other SDLC Methodologies.
• Complete understanding of Test Management Practices, Test Planning, and Control.
• Excellent communication and interpersonal skills, building and maintaining client relationships.
• Solid knowledge of the banking domain and software product industry, understanding client needs and market trends.
• Analytical and problem-solving skills, identifying issues and implementing solutions.
• Flexibility and adaptability, working in fast-paced environments.
• Understanding of technology versions, both old and new.
• Experience with on-premises and cloud solutions.
• Ownership and Problem-Solving mindset.
• Ability to work with diverse stakeholders for outcomes.
• Encourage diversity and innovation.

We Offer:

• Performance-Linked Bonus: Recognize your dedication with a performance-linked bonus.
• Rewards Beyond the Job: Enjoy comprehensive benefits, including Remote Work Support, Health Insurance, Care Program, and Online Psychological Support. We care about your well-being.
• Birthday Leave: Celebrate your special day off and treat yourself.
• Global Impact, Cutting-Edge Tech: Engage in global projects with top-tier clients and stay ahead with cutting-edge technologies.
• Unleash Your Potential: Develop yourself with our Academy opportunities, webinars, and in-house training sessions.
• Diverse, Vibrant Community: Be part of a dynamic environment valuing diversity and inclusivity.
• Together Culture: Connect through engaging face-to-face gatherings and online events. A special information-sharing environment where you can update and align yourself.

About Us:

We are a global technology company with 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, our 1000+ colleagues serve customers in over 30 countries worldwide.