Job
Description
Role Overview: As a candidate with 12-15 years of experience, you will own overall support and provide expert consultancy to support team members and leads in your area of specialization. Your main role will be to ensure process-level and customer-level compliance. Some of the key responsibilities and outcomes of this role include: - Promoting technical solutions that support the business requirements within your area of expertise - Ensuring IT requirements are met and service quality is maintained when introducing new services, considering the cost-effectiveness of proposed solutions - Defining and evaluating standards and best practices for application maintenance - Collaborating with customers and internal stakeholders to resolve issues and improve customer satisfaction - Leading technical consultancy assignments involving specialists from various disciplines and ensuring timely delivery of recommendations - Making recommendations to improve the effectiveness, efficiency, and delivery of services using technology and methodologies - Implementing and leading Application Support strategic projects consistent with long-range IT plans - Mentoring direct reports to help them progress to the next level of growth - Contributing to new RFPs, SOW renewals, and all contract-related activities - Encouraging a culture of knowledge management and continual improvement within the team - Managing customer commitment versus project deliverables and identifying plans to minimize the gap - Optimizing the capability of the team to deliver a cost-effective and sustained level of availability - Handling resource requirements for support roles in the team - Maintaining the team resource pyramid and planning for resource rotation on a regular basis Key Responsibilities: - Drive the efficiency and effectiveness of the overall operations team - Proactively influence customer thought process and consider C-SAT/NPS Score for customer and support team performance - Prepare distinct reports when and wherever required, providing in-the-moment status updates to senior leaders during incidents - Coordinate with UST leadership, customer stakeholders, and vendor partners to improve the relationship of the engagement - Develop strategies to improve the revenue of the project/account through new resource additions, new engagements, or extension of existing contracts - Identify and ensure innovative value adds are created to benefit the project, customer, and organization and deliver significant financial savings - Forecast the roadmap for future technical certifications - Oversee and take ownership of overall operational aspects of support project - Consume and contribute to project-related documents, share point libraries, and client universities - Ensure the overall team is engaged and motivated through innovative ways, appropriately rewarded for the same - Evaluate and verify associate performance against goals and quantitative expectations - Manage the activities of a significant or complex project or portfolio of projects, being accountable for the delivery and quality of deliverables Qualifications Required: - Ability to provide expert opinions to business problems - Strong organizational documentation, metric, and trend analysis reporting skills with a desire for continuous process improvements - Experience working with distributed teams in different time zones - Strong commitment to quality and engineering excellence - Ability to coordinate among multiple teams and facilitate teamwork effectively - Ability to handle critical customer escalations and manage under highly stressful situations - Excellent communication skills to keep all stakeholders updated with issue progress and updates - Ability to work in a fast-paced, dynamic, and culturally diverse environment - High level of commitment, initiative, enthusiasm, and vision - Excellent presentation and interpersonal skills - Create and articulate impactful project presentations - Drive important customer relationship conversations and be accountable for the team - Ability to work under pressure, determine dependencies, facilitate planning, and handle multiple tasks - Build confidence with customers by meeting deliverables in time with quality - Ability to contribute to ideas and innovations About UST: UST is a global digital transformation solutions provider that partners with clients from design to operation, embedding innovation and agility into their organizations. With over 30,000 employees in 30 countries, UST aims to make a real impact through transformation, touching billions of lives in the process.,
