Director of Enterprise Software Support Professional

We are looking for a senior professional to lead our Enterprise Software Support team in the banking domain.

The successful candidate will oversee post-implementation customer support activities, providing guidance and support to ensure effective execution of projects.

They will develop and maintain strong relationships with clients, understanding their needs and aligning services to meet their expectations.

Key responsibilities include leading and managing application support, services, and cloud support teams, ensuring early identification and reporting of possible product defects, defining and implementing service delivery strategies, and driving business growth by identifying new opportunities within existing accounts.

The Director of Enterprise Software Support - Banking leads and oversees 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 more than 10 years of experience.

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.
• Monthly planning with team and monitoring of open tickets.
• Monitor and facilitate team to identify solutions for 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.
• 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 any dissatisfaction.
• Manage and escalate critical customer issues.
• 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 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.

Requirements:

• 10 years of experience in IT company.
• 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 would be an advantage.
• Strong leadership abilities.
• Experience in managing support teams, supporting online/mobile banking and CRM solutions in financial institutions.
• Complete command over Agile Scrum and Waterfall methodologies.
• Excellent communication and interpersonal skills.
• Sound knowledge of the banking domain and software product industry.
• Analytical and problem-solving skills.
• Flexibility and adaptability.
• Understanding of older as well as latest versions of technology.
• Experience in working with both on-premises and cloud solutions.

What We Offer:

• Performance-linked bonus.
• Rewards beyond the job: comprehensive benefits package, remote work support, health insurance, care program, and online psychological support.
• Birthday leave.
• Global impact, cutting-edge tech: immerse yourself in global projects with top-tier clients and stay ahead with cutting-edge technologies.
• Unleash your potential: develop yourself with opportunities; webinars, and in-house training sessions.
• Diverse, vibrant community.
• Together culture.

About Us:

We are a global technology company with 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.

Our solutions are based on Microsoft technology for banks and insurance companies worldwide.

We have offices in 15 countries from Canada to Kuala Lumpur, serving customers in more than 30 countries worldwide.