Director of Enterprise Software Support

Job Title: Senior Enterprise Software Operations Lead

• We provide top-tier customer support to banks and financial institutions, enabling them to become digital leaders.
• A global team of professionals collaborates on exciting projects with world-class clients, delivering innovative solutions in a dynamic environment where continuous learning is encouraged.
• Each contribution, challenge, and success is celebrated here, promoting a culture of ownership and responsibility.
• We welcome candidates who share our values and are passionate about building the digital future of finance together.

• The Director of Enterprise Software Support - Banking is responsible for leading and managing 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.

• Lead and manage application support, manage 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 steer costs 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.
• Monthly planning with team and monitoring of open tickets.
• Monitor and Facilitate team to identify solutions for the 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.
• Identifying and managing the risks, assumptions, issues, and dependencies of the project and communicating through project status reports and project boards.
• Support Contracts and SLA management.
• Deliver Remarkable customer experience.
• Engage with customer 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 the progress and action plan.
• Develop Talent in the team aligning with the 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.
• Bachelors 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 the 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 SDLC 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 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 as well as latest versions of the 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 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. Special information sharing environment where you can update & align yourself.