Customer Experience Manager

1 week ago


Kolkata, West Bengal, India Intellect Design Arena Ltd Full time

About Intellect Design Arena Ltd.

We are a leading provider of financial technology solutions, serving over 325 customers worldwide with our comprehensive eMACH.ai platform. With three decades of domain expertise and a diverse workforce of solution architects and domain and technology experts in major global financial hubs, we empower financial institutions to design and deploy future-ready technology solutions.

Our Customer Experience Manager will lead a team of professionals in supporting and delivering services for two or more customers simultaneously in a Product company, focusing on the Banking domain in Transaction Banking business. The ideal candidate will have strong analytical, decision-making, and conflict resolution skills, as well as hands-on experience in Java, J2EE, Oracle, Unix/Linux, and WAS/Weblogic technologies.

The role involves managing production support metrics, preparing and presenting MIS reports, and interacting with Senior IT, Operations, and Business stakeholders from the customer's side. A Technical certification in one or more of these technical skills is desirable.

We estimate the salary for this position to be around $120,000-$160,000 per annum, depending on location and experience.

Responsibilities:

  • Lead a team of developers, analysts, testers, and SMEs
  • Manage production support processes and metrics
  • Prepare and present MIS reports
  • Interact with senior stakeholders from the customer's side
  • Manage a team of 8-10 direct reports

Requirements:

  • At least 13-16 years of experience in the industry
  • 3-5 years of managerial experience
  • Strong analytical, decision-making, and conflict resolution skills
  • Hands-on experience in Java, J2EE, Oracle, Unix/Linux, and WAS/Weblogic technologies
  • Prior experience in handling production support & services delivery for two or more customers simultaneously in a Product company


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