Senior Software Support Leader

As a senior leader of software support, you will direct and oversee post-implementation customer support activities within our company operating in the banking domain. Your ideal candidate has multiple project experience along with software development experience in banks and more than 10 years of experience.

• Direct and manage application support, services and cloud support teams, providing guidance and support to ensure effective execution of projects.
• 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.
• Ensure early identification and reporting of possible product defects actively 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.
• Monitor and Facilitate team to identify solutions for open issues.
• Maintain customer relationships and increase customer satisfaction.
• Ensure that support provided is within agreed service level agreements.
• 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 and communicate through project status reports and project boards.
• Support contract management.
• Deliver remarkable customer experiences.
• Engage with customers to address any dissatisfaction and drive corrective actions.
• Manage and escalate critical customer issues to bring right level of expertise.
• 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, make timely, thoughtful, and bold decisions.

• 10 years of experience in IT company, well versed in Microsoft tech stack and cloud environment.
• Should have experience in L3 support to enterprise clients such as banks.
• Bachelor's or master's degree in Computer Science.
• Banking experience will be added advantage.
• Relevant certifications (e.g., PMP, ITIL) would be an advantage.
• Strong leadership abilities, with 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 software development life cycle methodologies.
• Complete command Microsoft Project, project planning, and execution.
• Complete understanding on test management practices, test planning, test monitoring, control, and governance.
• Excellent communication and interpersonal skills, with ability to build and maintain relationships with clients and stakeholders.
• Sound knowledge of the banking domain and the software product industry, with deep understanding of client needs and market trends.
• Analytical and problem-solving skills, with ability to identify issues and implement effective solutions.
• Flexibility and adaptability, with ability to work in 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.
• Maximize project profitability.
• Escalation management.
• Performance management.
• Customer management.

• 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

We are a 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 branch automation and loan origination solutions based on Microsoft technology for banks and insurance companies worldwide.