Software Support Director

We empower financial institutions to become digital innovators.

This role is perfect for experienced professionals who want to join a global team of experts and contribute to exciting projects in the banking domain. As a Software Support Director, you will lead post-implementation customer support activities and oversee teams that provide guidance and support for effective project execution.

Key Responsibilities:

• Lead application support teams, manage services and cloud support teams, and provide guidance to ensure timely project completion.
• Develop strong relationships with clients, understanding their needs and aligning services to meet expectations.
• Ensure early identification and reporting of possible product defects by actively collaborating with implementation teams and communicating findings to the product development team.
• Define and implement service delivery strategies, ensuring efficient processes and timely project completion.
• Drive business growth by identifying new opportunities within existing accounts and seeking new clients.
• Plan and monitor open tickets monthly, and facilitate teams to identify solutions for open issues.
• Maintain customer relationships and increase Customer Satisfaction Index (CSI).
• Ensure that support provided is within agreed Service Level Agreements (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 and communicate through project status reports.
• Support contract and SLA management.
• Deliver exceptional customer experiences.
• Engage with customers to address dissatisfaction and drive corrective actions.
• Manage and escalate critical customer issues to bring the right level of expertise.
• Communicate at all levels among customers, escalation, engineering/development teams, and service managers about progress and action plans.
• 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 and make timely, thoughtful decisions.

Requirements:

• 10 years of experience in IT, well-versed in Microsoft Tech Stack and cloud environments.
• 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 advantageous.
• Strong leadership abilities with the ability to inspire and motivate teams.
• Experience in managing Support Teams, supporting Online/Mobile Banking and CRM solutions in financial institutions.
• Complete command over Agile Scrum and Waterfall SDLC methodologies.
• Complete command of Microsoft Project, Project Planning, and Execution.
• 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 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 fast-paced and changing environments.
• Understanding of older and latest technology versions.
• 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.