Senior Enterprise Support Director

We empower financial institutions to thrive in a digital landscape.

A high-performing team of experts collaborates with esteemed clients to deliver outstanding projects in an environment where innovation and growth are cherished every day. Each achievement, whether it's a successful code deployment or a satisfied customer interaction, is celebrated and recognized.

We invite candidates who share our values, possess the necessary skills, and are passionate about shaping the future of finance through our collective efforts.

About the Role:

• Oversee and direct post-implementation customer support activities within a software company serving the banking sector. Ideal candidates have extensive experience in multiple projects, as well as software development expertise in banks and at least 10 years of experience.

Key Responsibilities:

1. Lead and manage application support, services, and cloud support teams, providing guidance and support to ensure effective project execution.
2. Develop and maintain strong relationships with clients, understanding their needs and aligning services to meet their expectations. Attend project steering committee meetings and build C-level relationships.
3. Evaluate and report potential product defects early on, actively collaborating with implementation teams and communicating findings to the product development team for continuous improvement.
4. Define and implement service delivery strategies, ensuring efficient processes and timely project completion.
5. Promote business growth by identifying new opportunities within existing accounts and proactively seeking new clients.
6. Maintain monthly planning with the team and track open tickets.
7. Facilitate the team in identifying solutions for open issues.
8. Sustain customer relationships and enhance Customer Satisfaction Index (CSI).
9. Ensure that provided support is within agreed-upon Service Level Agreements (SLAs).
10. Plan, communicate, and execute change requests throughout the support lifecycle.
11. Guide and review Requirements Documents for change requests.
12. Identify and manage project risks, assumptions, issues, and dependencies, and communicate them through project status reports and project boards.
13. Support contract and SLA management.
14. Deliver exceptional customer experiences.
15. Engage with customers to address any dissatisfaction and drive corrective actions.
16. Escalate critical customer issues to bring the right level of expertise.
17. Communicate progress and action plans among customers, escalation teams, engineering/development teams, and service managers.
18. Develop talent within the team aligned with business objectives.
19. Foster an innovative, open, and high-performing culture in the team.
20. Drive operational metrics and process compliance.
21. Pursue continuous improvement and active participation in initiatives.
22. Demonstrate ownership and make timely, thoughtful, and bold decisions.

Requirements:

• At least 10 years of experience in an IT company, with expertise in Microsoft technology 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 is an added advantage.
• Relevant certifications (e.g., PMP, ITIL) would be beneficial.
• Strong leadership abilities, with the capacity to inspire and motivate a team.
• Experience in managing support teams, supporting online/mobile banking, and CRM solutions in financial institutions.
• Proficiency in Agile Scrum and Waterfall methodologies, as well as other Software Development Life Cycle (SDLC) methods.
• Expertise in Microsoft Project, project planning, and execution.
• Deep 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 and latest versions of technology.
• Experience in working with both on-premises and cloud solutions.
• Ownership and problem-solving mindset.
• Ability to work with diverse stakeholders for outcomes.
• Encourage diversity and innovation.
• Maximize project profitability.
• Escalation management.
• Performance management.
• Customer management.