Enterprise Service Manager
- Seeburger
- 8 - 13 years
- Chennai
- 6 months ago
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Job Description
: Chennai, IN, 600 034
Division/Department: Service & Support
Experience: Professional
Role: Enterprise Service Manager (Mission Critical Support Customers)
Why This Role is an Exciting Opportunity:
Why This Role is an Exciting Opportunity:
- Impactful Work: You will be directly supporting well-established enterprise customers, ensuring smooth operations of their SEEBURGER platforms with a significant business impact when issues arise.
- Growth & Collaboration: Work closely with diverse teams internally, including development, consulting, support, and sales, and engage in proactive customer communication.
- Leadership & Trust: Become a trusted partner to our enterprise clients, and be the go-to person when it comes to troubleshooting, consulting, and incident management.
Scope of Responsibilities:
- Customer Relationship Building: Establish and maintain close relationships with enterprise customers, earning their trust and ensuring their satisfaction.
- Incident Management & SLA Oversight: Ensure all service level agreements (SLAs) and key performance indicators (KPIs) are met, and proactively address any incidents or escalations.
- Proactive Information Sharing: Stay ahead of the curve by providing updates on product features, security alerts, and issues, ensuring your customers are always informed.
- Cross-Functional Collaboration: Work hand-in-hand with SEEBURGER teams (support, development, consulting, and sales) to provide seamless customer experiences.
- Consulting & Product Expertise: Identify opportunities for consulting involvement, from new interfaces to infrastructure changes or cloud services like AWS, and ensure customers are using SEEBURGER products efficiently.
- Root Cause Analysis: Take charge during major incidents as an incident manager and coordinate root cause analysis and problem resolution.
A Day in the Life of an Enterprise Service Manager:
- Monitor & Analyse KPIs: Prepare and analyse reports to ensure performance metrics are met.
- Incident Oversight: Track all customer incidents and identify problems during regular customer calls.
- Documentation & Collaboration: Maintain a detailed Collaboration Handbook to document customer landscapes, understand their unique language, and benchmark transaction throughput.
- Knowledge Sharing: Work closely within the Enterprise Support Team to share insights and best practices.
Key Soft Skills Required:
- Effective Communication: You ll need to translate technical jargon into customer-friendly language.
- Stress Management: Stay calm and composed in high-pressure situations, ensuring customers remain reassured.
- Conflict Resolution: Use your expertise to manage and resolve customer conflicts effectively.
Technical Expertise:
- Extensive experience with IBM Sterling / AXWAY / SEEBURGER products etc (8+ years), including troubleshooting using tools like Grafana and Kibana.
Benefit from being part of a globally renowned company that is driving digitalisation forward. We continue to grow - and so can you! It is important to us that you can fully utilise your talents and strengths and go your own way, regardless of whether you are aiming for a specialist or management career. With our expertise and growth in a future-oriented industry, we offer a wide range of opportunities and secure jobs. At SEEBURGER, we value the supportive atmosphere and family environment. #StrongerTogether is one of our corporate values and characterises the way we live together.
Sounds excitingBecome a #Businessaccelerator today!
Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Network ManagerEmployement Type: Full timeContact Details:
Company: SeeburgerLocation(s): Chennai+ View Contact
Keyskills: Service level Conflict resolution Relationship building Consulting Stress management Incident management Customer relationship German Troubleshooting Automotive
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