Senior Manager - Support Manager
- Genpact India
- 3 to 8 Yrs
- Noida, Gurugram
- 4 years ago
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Job Description
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With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Transformation happens here. Come, be a part of our exciting journey
Are you the one we are looking for
Inviting applications for the role of Senior Manager - Support Manager
This role will require a great understanding of support processes (ITIL) as well as deep knowledge of the latest technology interventions to manage customer support delivery.
Responsibilities:
Experience in Supporting enterprise wide, multi-platform solutions
Must have experience/exposure on Salesforce.com / Force.com platform
Familiarity with cloud platform/infrastructure like AWS, middleware like Jitterbit or any other, ticketing tools like JIRA/ServiceNow
Exposure & Good understanding of audit procedures & compliances, control requirements (like SOC1, SOC2, etc.)
Understand the relationship between Cost and SLA/SOW/Due Diligence.
Manage support handovers/transitions
Conduct Technical reviews of production systems and identify opportunities for automation within production support activities
Demonstrate analytical and problem-solving skills required including proven experience in troubleshooting effectively in a fast-paced, time-sensitive environment
Engage with internal & cross-functional teams for issues investigation and troubleshooting
Customer Management
Stakeholders reporting
The person should be able to explain clearly the ask to the technical team and convert information to a presentable format
Demonstrates excellent Functional & Technical Leadership and act as a mentor for the team
Adopt, create and grow best practices and key initiatives in Application production support across the service lines, support implementations of these initiatives by the delivery teams
Manage Escalations
Be the escalation point from a Service Delivery perspective
Qualifications we seek in you
Minimum qualifications
Relevant experience
BE/B Tech/MCA or equivalent
Excellent written and verbal communication skills
Preferred Qualifications/Skills
Experience in managing service delivery in a highly regulated environment. Specific experience with ITGC, SOC would be a plus
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Technical Support / HelpdeskFunctional Area: Not ApplicableRole/Responsibilies: Senior Manager - Support ManagerContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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