Experience: 10 to 15 Yrs
Job Type: Full Time
Job Location: Client Place
Job Description
ROLE AND RESPONSIBILITIES
- Strong Experience in managing support projects.
- Overall 10+ years of experience with at least 5 years of Project Management experience in support
- projects
- Excellent written and verbal communication skills.
- Should have service-oriented attitude and a keen focus on enhancing customer experience.
- Excellent situational awareness in handling customer expectations
- Drive stakeholder engagement and maintain CSAT
- Should have strong convincing skills and ability to handle tough situations
- Provide guidance, mentoring, training, and delegate responsibilities to leads
- Should have strong escalation management experience with multiple stakeholders including customers
- and product teams
- Ability to develop and deliver creative business solutions for complex problems
- Ability to work on compelling timelines and handle delivery pressures.
- Should be able to handle multiple customers and large team structure
- Develop and Maintain Support Procedures
- Ensure SLA’s are met as per the customer guidelines
- Deliver regular reporting on the business performance and SLA
- Provide value adds to Customers
- Should have clear understanding of ITIL Process