Alpha Plus Technologies is seeking a proactive & efficient Front Desk & Admin Executive (Receptionist) to become a key member of our Alpha Plus family What You Will Do Front Desk & Admin Management Attend incoming calls and redirect them to the concerned stakeholders Attend visitors and guide them with their queries Ensure timely procurement and availability of stationery and other consumables as per office requirements Manage contacts with office administration-related service providers Ensure timely renewal of service contracts (like ACs, Fire Extinguishers, Pest Control, etc ) and update the AMC sheet for Office Assets under the departments charge Arrange for repairs & maintenance of office equipment, electric fixtures, furniture & fixtures, etc Manage incoming & outgoing couriers and maintenance of records Maintain availability and check-in, and check-out records of Library Books Update files, folders, and important documentation residing in all office cupboards Make arrangements for Air / Train tickets and Hotel bookings for Management executives Oversee Office Assistants (OAs) & Driver in their day-to-day (leaves, vouchers, attendance, etc ) activities ISO Management: Responsible for Execution / Implementation of the Quality Management System & Information Security Management System in your respective function Responsible for the effective execution of QMS Processes, Policies, Guidelines, and Procedures at the Department level Provide feedback on corrective action required or general inputs on QMS Policies, Procedures, Guidelines, and Processes of QMS / ISMS Awareness Education, Training, Documents & Records Control, Change Management, and Incident Management, at the Department level Any other roles and responsibilities as may be suggested by Department Head and/or CEO Personal Secretary to CEO Provide daily proactive and efficient secretarial & administrative support to the CEO Liaison with high-profile and senior personnel for external meetings Manage daily meetings & calendar schedule for the CEO Act as a channel between the CEO & Senior management by co-ordinating internal meetings and liaise effectively with business support colleagues What You Should Have Any Graduate with 2 3 years of experience Basic Computer skills (MS-Office) are a must A pleasing personality and excellent oral and written communication skills are pre-requisite Quick learner ADDED ADVANTAGE QUALIFICATION / SKILL-SETS Prior experience of 4 5 years in a similar job profile of Admin Executive and/or PS/PA to Management Executives Should be a self-initiator & approachable Good understanding of Office Management Good organizational and multi-tasking abilities

Reporting to the Customer Support Manager (Application Support), you will play a key role in the area of Customer Service and Customer Satisfaction for Alpha Plus Technologies Your primary responsibility will be to engage with customers via emails, calls or personal visits to understand their issues / concerns, troubleshoot and provide the necessary resolution in accordance with the defined SLA Supporting new implementations, leading ASEs to ensure smooth and steady Client Relationship Management shall also be a key responsibility area The role will interact externally with APTs clients and internally with the Products, Technology, Account Management & Liaison, Content Management Team, Banking Team & Senior Management At Alpha Plus, we are committed to delivering Niche, Efficient, Robust, and ValueEnriched Software Solutions to our Clients, while assuring a consistent Quality & Innovation Benchmark in Software Design, Development, Implementation and Customer Support across our Client Spectrum As a senior support executive, you will be a key technical player and a strong link between the client and the management to enriching customer experience Strong hold on written, verbal and telephonic communication is a must Empathy with customers, patience and understanding, problem solving to assess the root cause of the issue and recommending a permanent solution, love for analyzing data, a prior leadership experience, ability to interact with multiple customers at one time, etc will take you a long way in this position Are you ready?Our gates are open for you What You Will Do Monitor and assist ASEs from the Client Delivery or Client Monitoring Team in end-to-end internal and external implementation support for Alpha Plus suite of software solutions, including pre-deployment preparation, deployment, UAT, security-clearance, integration/data migration, user and rights management, final deployment, and/or post deployment monitoring Impart UAT & Product Training to clients Ensure trouble-free Warranty & AMC support to Alpha Plusclientele Monitor implementation projects handled by ASEs, including internal implementations Monitor and conduct health-checks on software solutions deployed at client locations Undertake Proof of Concept (POC) at client locations in coordination with Business Team Ensure accurate tracking and prompt closure of incidents reported by the clients Conduct Root Cause Analysis (RCA) on incidents reported by the clients and provide timely resolution Lead ASEs to ensure smooth and steady Client Relationship Management (leadership role only after 1 year in service at Alpha Plus) Lead the testing, release and maintenance of pre-deployment software releases and create test-cases for ASEstesting Assist in organized deployment of patches, security fixes, and periodic product upgrades Any other roles and responsibilities as may be suggested by Department Head What You Should Have Sc Minimum 3+ years of experience in Software deployment / troubleshooting In-depth knowledge of various OS, SQL / Oracle databases, and hardware is a pre-requisite Proficiency in deploying web-based applications Sound skills of software troubleshooting and diagnosis Excellent analytical and on-the-spot thinking ability Basic computer skills, including email writing, is a must Sound communication, inter-personal & documentation skills Readiness to travel across the country for client-side implementation at least 2 3 times each month Willingness to acquire in-depth functional knowledge of APT software products Prior experience of at least 2 years in a leadership / supervisory role will be good to have

Alpha Plus Technologies is seeking an Assistant Manager Software (Application) Support to become a key member of our Client Support and Monitoring team What Will You Do SUPPORT DESK SUPERVISION Ensure adherence to response and resolution TATs by self and team Ensure adherence to the defined process for issue recording, replication, rectification and resolution Intervene for issues with due and expired SLA deadlines to ensure speedy closure Escalate issues, situations, blockages internally and externally to ensure quick resolution of open tickets Ensure that due follow-up is done by the team and self to get closure on the ticket resolutions from the client Ensure that only active tickets are open in the ticket reporting tool at all times Ensure that all closed tickets have a valid documented RCA which is also shared with the client Closely liaise with PRD, RES, TECH, QA, CIG and AML Teams to provide clarity on prioritization of actionable / bugs Ensure timely completion of non-troubleshooting actionable such as health checks, system audits, migration etc and maintaining a tracker of Non-Troubleshooting Services by self and team Ensure that the necessary checks are being done by the support desk executive ensuring that the release provides the desired fix and maintains a stable flow for the client Ensure that a clear line of communication is developed with the client by all Support Dek members to avoid misinterpretations, presumptions and possible escalations RELEASE MANAGER Accept / Reject incoming releases being received from the TECH Team by ensuring that the accompanying documentation, scripts, DB, etc as required / specified are in place Ensure that the release notes are properly updated across the incoming releases Ensure that GSRs are accompanied by the respective documentation as specified in the GSR Certificate Create and maintain an Application Build Tracker (in Excel or via a tool) with a trail of release accept/ reject status from various stakeholders CLIENT DELIGHT RESPONSIBILITIES Develop and cultivate a client-first culture, to ensure that all team members put their efforts in ensuring customer satisfaction and timely project completion Prepare and execute a monthly plan of calls to clients whose issues were raised/escalated and closed in the previous month to understand the working of the system currently and if any other issues persist which are hampering the usage Stand-in as the L2 level escalation and provide the required assurance to the client and required assistance to the Application Support Executive to ensure a speedy closure of the ticket Oversee the Customer Complaints Register and ensure closure of all open complaints Oversee the Customer Commitment Register and ensure timely delivery of commitments Prepare requisite reports, dashboards and trends to be presented in the Customer Delight Task Force REPORTING Provide weekly support desk ticket dashboard and ticket trends to CAT-Manager and Department Head Ensure periodic (weekly) updating of the Customer Complaint Register by self and team Ensure periodic (weekly) updating of Application Version Tracker by self and team Ensure periodic (weekly) updating of Application Build Tracker by self and team Ensure periodic (weekly) updating of Non-Troubleshooting ServicesTracker by self and team Ensure preparation and dissemination of various reports required for Functional Progress Report (FPR) and Client Delight Task Force (CDTF) or any other dashboards required by The management of specific or generic cases Assist the CAT Manager in ensuring the updating of Objective Achievement, Risk Registers, Non-Conformity Register Explore the ticketing tool for new reports/dashboards and trends that can presented to the Management and can aid as input for process improvement LEADERSHIP AND MANAGEMENT Mentor the team on best practices to be followed to ensure minimal deviation to SLA TATs Ensure adherence to CAT-Monitoring SOP and processes by the entire team and self Closely liaise with CAT-Manager to suggest process improvements in client issue resolution Closely liaise with CAT-Manger to suggest new processes to be introduced for better control and supervision of team Stand-in as the support desk member in case of the absence of any team member to ensure availability of support desk at all times by delegating issues arising out of the desk to self or team Oversee day-to-day administration of the team relating to leave approvals, voucher approvals, timing flexi hours, and other central policies Ensure compliance to INFOSEC Policies and QMS Policies of the company by self and team Provide complete administrative support to the CAT-Manager in discharging his duties to meet organizational goals, and stand in for the CAT-Manager in his absence What You Should Have Sc Minimum 4 years of experience in Software deployment and/or Customer Support In-depth and experienced knowledge of various OS, SQL & Oracle databases and hardware is a pre-requisite Sound experience in People & Team Management Powerful command of English, especially written and oral communication A keen desire for enhanced interaction with internal teams Enthusiasm to travel across the country and passion to interact with clients for Client-side Relationship Management