Cloud Support Leader

About the Opportunity:

This is a managerial role where you will be responsible for providing cloud support to customers. You will work with senior team members to plan, organize, coordinate, execute projects and initiatives.

Main Responsibilities:

• Manage meetings, document interactions with actions and next steps
• Diligence in follow-up and follow-through
• Create, update, present project plans
• Organize work to achieve positive outcomes
• Encourage use of agile work management processes
• Facilitate weekly, bi-weekly sprints for the team(s) assigned
• Help team members prioritize workload.
• Maintain a healthy team by empowering, motivating, and building trust
• Set goals for team members
• Present weekly progress reports
• Have good control on the work management process to adapt and course correct with agility
• Identify improvement areas, plan, and execute improvement items
• Summarize problems at hand for senior stakeholder consumption
• Prepare and participate in status meetings, governance meetings
• Setup, coordinate and manage triage sessions with customers and partners
• Work with different internal teams (cross functional and operational) to ensure seamless support to client needs
• Must be able to technically guide the team
• Communicate proactively with customers and internal team members to deliver business value as part of daily work management
• Coach, guide, mentor other members of the team/organization
• Support team in developing process knowledge base
• Setup knowledge base for the team to refer and enrich it continuously
• Lead from the front

Key Performance Indicators (KPIs):

• Clarity in thoughts and action: Written and Verbal
• Demonstrate ability to walkthrough the product/project functionality to an internal/external audience
• Demonstrate process adherence for all change management activities
• Demonstrate proactivity
• Demonstrate follow-ups and follow-throughs
• Client facing presentation ability
• Independently manage client expectations
• Client/Partner engagement - Drive/Attend Weekly/Monthly meetings with client
• Deliberate RCA discussions with client
• Internal stakeholder management and updates
• Closely work with Product team to align on production issues, and push for product release for timely delivery to client.
• Systematic team management and proper guidance/direction to the team.

Working Conditions:

• Ability to work in remote and/or office setting
• Fast paced environment with tight deadlines
• Support offshore hours / multiple time zones
• Flexibility with working hours based on team and client needs

Required Skills and Qualifications:

• Degree in computer science, engineering, business administration or equivalent experience
• Industry accepted certifications in management space
• Must be familiar with our product or a product used by financial institutions in a similar space

Benefits:

• Multiple years of experience working with customers and partners
• Domain knowledge of banking and financial institutions and/or large enterprise IT environment is desirable
• Experience in leading techno functional discussions with client. Knowledge of cloud concepts

Technical Skills:

• Agile, Scrum experience
• Experience with process methodologies used in software industry
• Good understanding of java based technical implementations, deployments and troubleshooting
• Strong in database concepts
• Microsoft Excel, Word, PowerPoint, Wiki, Planning software, Agile project management tools
• Must be able to use and work with user interface-based applications

Communication Skills:

• Strong, clear, and concise written and verbal communication skills
• Ability to communicate effectively at all levels of the organization