Manager, Cloud Support

What is the opportunity?Reporting to the Director, Cloud Support, Manager, Cloud Support will support and align efforts to meet customer needs. The candidate will work with the different internal team (cross functional and operational) to ensure seamless support to client needsLocation: TrivandrumMajor Responsibilities:Work with senior team members to plan, organize, coordinate, execute projects and InitiativesManage meetings, document interactions with actions and next stepsDiligence in follow-up and follow-throughCreate, update, present project plansOrganize work to achieve positive outcomesEncourage use of agile work management processesFacilitate weekly, bi-weekly sprints for the team(s) assignedHelp team members prioritize workload.Maintain a healthy team by empowering, motivating, and building trustSet goals for team membersPresent weekly progress reportsHave good control on the work management process to adapt and course correct with agilityIdentify improvement areas, plan, and execute improvement itemsSummarize problems at hand for senior stakeholder consumptionPrepare and participate in status meetings, governance meetingsSetup, coordinate and manage triage sessions with customers and partnersWork with the different internal team (cross functional and operational) to ensure seamless support to client needsMust be able to technically guide the teamCommunicate proactively with customers and internal team members to deliver business value as a part of daily work managementCoach, guide, mentor other members of the team/organizationSupport team in developing process knowledge baseSetup knowledge base for the team to refer and enrich It continuouslyLead from the frontKey Performance Indicators (KPIs):Clarity in thoughts and action: Written and VerbalDemonstrate ability to walkthrough the product/project functionality to an internal/external audienceDemonstrate process adherence for all change management activitiesDemonstrate proactivityDemonstrate follow-ups and follow-throughsClient facing presentation abilityIndependently manage client expectationsClient/Partner engagement - Drive/Attend Weekly/Monthly meetings with clientDeliberate RCA discussions with clientInternal stakeholder management and updatesClosely work with Product team to align on production issues, and push for product release for timely delivery to client.Systematic team management and proper guidance/direction to the team.Working Conditions:Ability to work in remote and/or office settingFast paced environment with tight deadlinesSupport offshore hours / multiple time zonesFlexibility with working hours based on team and client needsMinimum Required Technical Skills / QualificationsKnowledge, Education, Training:Degree in computer science, engineering, business administration or equivalent experienceIndustry accepted certifications in management spaceMust be familiar with our product or a product used by financial institutions in a similar spaceExperience:Multiple years of experience working with customers and partnersDomain knowledge of banking and financial institutions and/or large enterprise IT environment is desirableExperience in leading techno functional discussions with client. Knowledge of cloud conceptsTechnical:Agile, Scrum experienceExperience with process methodologies used in software industryGood understanding of java based technical implementations, deployments and troubleshootingStrong in database conceptsMicrosoft Excel, Word, PowerPoint, Wiki, Planning software, Agile project management toolsMust be able to use and work with user interface-based applicationsCommunication:Strong, clear, and concise written and verbal communication skillsAbility to communicate effectively at all levels of the organizationCustomer facing skills: Connect, Engage, Listen, Explain, Facilitate, Coordinate, Follow-throughInterpersonal Skills: Strong interpersonal skills and can foster team collaboration.