Job
Description
Your key responsibilities
Oversee Support OperationsEnsure the efficiency and effectiveness of all support operations within the Account. Collaborate with StakeholdersEngage in regular discussions with clients, internal teams, and external partners to align on support strategies. Issue Resolution ManagementProactively identify and escalate application-related issues to vendors and stakeholders to ensure timely resolution. Service Level AssuranceMonitor and maintain service continuity to meet agreed-upon service levels. Performance ReportingGenerate and present periodic reports on support function performance, including metrics on service delivery and financial health. Incident ManagementAct as the escalation point for support incidents, ensuring swift resolution and communication. Team LeadershipLead and mentor the support team, fostering a culture of high performance and continuous improvement. Offshore Support CoordinationManage the offshore support process, ensuring seamless delivery of services across locations. Escalation ManagementIdentify, escalate, and resolve issues as they arise, ensuring minimal disruption to service. Resource ManagementOversee resource induction, allocation, effort tracking, and staff development to optimize team performance. Risk AssessmentRegularly review and manage risks associated with support operations to enable proactive decision-making. Leadership DevelopmentCultivate a high-performance work culture through effective leadership and people management practices. Second-Level SupportServe as the second-level point of contact for offshore support, providing guidance and assistance as needed. Proactive Issue ManagementImplement strategies for risk and issue management to mitigate potential disruptions in service delivery. Customer Satisfaction OversightMonitor customer feedback and satisfaction levels to ensure high-quality support services. Training and DevelopmentDevelop and implement training programs for support staff to enhance their skills and knowledge. Process ImprovementIdentify areas for process improvement within the support function and implement best practices. Budget ManagementManage the budget for the support team, ensuring resources are allocated effectively and efficiently. Technology UtilizationLeverage technology and tools to streamline support processes and improve service delivery. Support DocumentationEnsure that all support processes and procedures are well-documented and accessible to the team. Performance Metrics AnalysisAnalyze performance metrics to identify trends and areas for improvement in support operations. Crisis ManagementDevelop and implement crisis management plans to address potential service disruptions. Vendor ManagementManage relationships with third-party vendors and service providers to ensure quality support services. Compliance and StandardsEnsure that support operations comply with industry standards and regulatory requirements. Workforce PlanningPlan and forecast staffing needs based on support demand and service level agreements. Conflict ResolutionAddress and resolve conflicts within the support team or with customers to maintain a positive work environment. Reporting and AnalyticsCreate detailed reports and analytics on support performance for management review. Onboarding New Team MembersDevelop and implement a structured onboarding program for new support staff to ensure they are equipped with the necessary knowledge and skills. Offboarding ProcessDevelop and manage a structured offboarding process for departing team members to ensure a smooth transition. Transition Facilitate comprehensive knowledge transfer sessions between the development and support teams to ensure proper handshaking.
Skills and Attributes for Success
High level of stakeholder management, with the ability to influence without authority. Critical thinking and structured problem-solving under pressure. Strong contract interpretation and vendor governance capabilities. Effective communicatorcapable of translating between business, legal, and technical teams.
Skills and Attributes for Success
High level of stakeholder management, with the ability to influence without authority. Critical thinking and structured problem-solving under pressure. Strong contract interpretation and vendor governance capabilities. Effective communicatorcapable of translating between business, legal, and technical teams.
To Qualify for the Role, You Must Have
10-15 years of experience in service delivery management or similar roles in data and analytics. Demonstrates the ability to work across multiple shifts and during off-office hours, ensuring availability and responsiveness to meet organizational needs and support service delivery requirements. Possesses strong expertise and in-depth knowledge of both cloud and traditional technology stacks, including but not limited to Azure, AWS, DBX, MSBI, Tableau, Power BI, and BODS. Strong understanding of ITIL/ITSM practices, SLA tracking, and service management frameworks.
