CRM Support Manager
- Aditya Birla Group
- 5 to 10 Yrs
- Mumbai
- 3 years ago
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Job Description
Dear Candidate,
Greetings!!
We are hiring for
Job Position :CRM Support Manager
Job Purpose: To manage and provide consistent Customer service at ABC level and across LOBs by providing and supporting common CRM across businesses. Handling change and release management of the application, providing support for the application, escalation management, updating Senior Management, team management, process management etc. are some of the basic requirement of this job. Working closely with the business, understanding their business pain point from support perspective, technical/functional issues and providing solution and helping business in achieving success from the same. Ensuring smooth transition post-production movement to Support is core part of the job in addition to the foresaid. This role also requires ensuring Audit/Infosec Compliance, maintaining artefacts, participating in Internal/External Audit. Ensuring appropriate Microsoft support is available for the team to resolve issues, raising ticket with MS/ escalating etc. as necessary. Implementing DR setups and conducting DR Drills. Driving version upgrades, owning the synthetic monitoring tools its outcome on issues and fixing them proactively
Job Context:
Providing support for CRM across LOBs
1. Doing regular check-up and daily activities to manage multiple application and servers etc.
2. Implementing proactive monitoring system across application to provide better support
3. Implementing version monitoring and CR/issue monitoring of the application for proper release management managing downtime across businesses for any such releases
4. Managing support team and roosters to provide support in business hours and off hours (in case of patching/ release/ network activity etc.
5. Ensuring daily, weekly monthly checklist and tracker are in place, avoiding any downtimes. Ensuring proper RCA in place for any downtime that occur
6. Ensuring Audit/ InfoSec compliance and maintaining artefacts
7. Driving DR Drills independently, implementing better DR process with proper BCP
8. Driving Patch fixes and Version updates as necessary
Overall: 1. Understanding different business (9 businesses) requirement and analyzing their CRM issues/recurring issues and device a process to rectify them
2. Proactively informing each business in case of any issues and keep everyone updated
3. Coordinating with business IT/CRM SPOC and helping in resolving call centre application issues
4. Ensuring no slippage in P1 or business critical issues
5. Providing training of the application/product to businesses for better understanding
6. Ensuring Business deliverables meet the requirement and hold the delivery standards
7. Sharing timely update to all business SPOC as well as SMT related to application
8. Following process internally and externally to provide transparent update to business
9. Working with various vendors and managing application, which requires 16 by 7 support and 24 by 7 on month end and year end.
10. Vendor and resource management as CRM being critical system, cant afford to delay in any priority requirement/issue resolution 11. Ad-hoc requirements and fulfilment of the same within timeline
12. Keep self and team updated about new releases related to product / application and sharing the same with business - helping them in implementing new changes in the application
Key Result Areas:
Understanding of business requirement
Providing correct solution
Implementing the solution
Supporting the application
New initiatives/ changes, which can help in growing business
Thanks,
Team HR
Employement Category:
Employement Type: Full timeIndustry: IT - Software
Role Category: ERP / CRM
Functional Area: Not Applicable
Role/Responsibilies: CRM Support Manager
Contact Details:
Company: Aditya BirlaLocation(s): Mumbai
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