1182 Service Level Jobs - Page 32

Role & responsibilities Team management: Manage high performance teams Improve organizational efficiencies, and build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business. Strategy: Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.) Client Satisfaction: Ensure client satisfaction. Become Voice of the Customer Establish strong relationships with clients. Business Growth: Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies. Compliance: Ensure compliance with all client regulatory requirements Preferred candidate profile THIS IS A DIVERSITY HIRING - ONLY FOR FEMALE CANDIDATES 13+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operation. Successful track record in growing and inspiring large teams approx. 300 FTE, with proven ability to select, attract, motivate, retain, and develop leaders and team members. Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements. Experience of managing P&L, driving performance and growing businesses. Understanding of contracts and key BPO dynamics governing them Strong customer service orientation and client management skills Experience with a matrix driven global organization. Proven track record of building strong relationships with stakeholders Excellent communication, negotiation and conflict management skills Analytical acumen and the ability to streamline complex processes MBA/ PG Degree would be an advantage.

Drive Primary & Secondary Sales in the territory in line with the business objectives of the company o Primary Sales - Develop the channel partner network and implement the distribution objectives to drive reach & penetration across the territory o Secondary sales (Retail Distribution) - Increase number of retail outlets, maintain high service level, drive visibility of all categories of products and ensure commercial hygiene (usage of technology while placing retail orders) in the territory Prepare market execution plan (day-wise MJP) & submit weekly reports Provide ground-level inputs for promotions, local activations & demand forecasting exercise Demand forecasting Regular analysis of primary & secondary sales data to identify gaps in the business & providing insights to Area Sales Manager about the territory Claim management - Ensuring timely submission of stockiest claim along with supporting documents adhering to the company s guidelines Build capability of the indirect sales force by communicating and reviewing their delivery against expectations, and enhancing their sales skills by conducting market work with them & regular training Timely review/ communication with CFAs to maintain timely supplies. Real-time follow-ups with CFAs for stock conversion, delivery Co-ordination with Finance team for pricing issues, accounts settlement, claims management.

About the Job The Senior Manager, Global Service Desk is responsible for overseeing the strategic and operational delivery of IT support services, ensuring alignment with business objectives, customer satisfaction, and operational excellence. This leadership role drives continuous improvement, enhances service performance, and ensures compliance with ITIL best practices and organizational standards. The GSD Senior Manager will take on a pivotal leadership role, overseeing a potentially large team of support agents while ensuring the seamless operation of the service desk, making sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. They would also serve as the service-desk liaison to major business-impacting initiatives. As Senior Manager, Global Service Desk, You Will Lead and manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements. Demonstrate in-depth expertise in process, delivery, and operations management to ensure efficient and effective execution of operations. Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations. Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents. Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout. Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team. Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality. Own and monitor key measurements and service levels for Global Service Desk services. Responsible for ensuring all KPIs and metrics are measured and adhered to. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Deep dive into processes to identify gaps and develop strategies for improvement. Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans. Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives. Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges. Conduct annual performance evaluations for all direct reports. Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues. Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements. Supervise the team, manage team conflicts, and demonstrate quick decision-making capabilities to maintain sound team health. Review the teams performance regularly and provide necessary feedback and guidance for improvements. Plan, coordinate, and manage ad-hoc projects for the GSD team as needed. Serve as a key liaison between GSD and other IT and support departments. As Senior Manager, Global Service Desk, You Need Full-time Technical Graduate or relevant post-secondary degree preferred. 5+ years of experience in IT service management. 7+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk. Understand processes, delivery, and operations management. 10+ years of experience working in the Service Desk under various roles. Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies. ITIL certification is desired. Additional technical certifications are an asset. Must have good logical probing, understanding, and troubleshooting skills. Must have exceptional written and oral communication skills. Technical proficiency with hands-on experience in a wide range of technologies that support and impact the Global Service Desk (GSD) operations. Positive attitude towards solving customer problems. Ability to accurately prioritize tasks and accomplish them in a timely fashion. Ability to review various processes and procedures to keep them up to date at regular intervals. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently. Strong analytical and problem-solving skills. Strong relationship-building skills, can network and work well with remote stakeholders. Excellent reporting and presentation skills. Must have an eye for details and fine print. ,

Step into a leadership role for skilled security teams at one of the worlds largest and most powerful corporations. As a Manager of Cybersecurity Architecture at JPMorgan Chase within the Cybersecurity & Tech Controls team, you lead multiple teams and manage day-to-day implementation activities by identifying and escalating issues and ensuring your team s work adherence to compliance standards, business requirements, and tactical best practices. Job responsibilities Provides guidance and cultivates skills for immediate team of architects on daily tasks and activities Sets overall guidance and expectations for team output, practices, and collaboration Anticipates dependencies with other teams to deliver products and applications in line with business requirements Manages stakeholder relationships and the team s work in accordance with compliance standards, service level agreements, and business requirements Champions the firm s culture of diversity, equity, inclusion, and respect, and prioritizes diverse representation Required qualifications, capabilities, and skills Formal training or certification on security engineering concepts and 5+ years applied experience. In addition, demonstrated coaching and mentoring experience Experience running teams of architects that design and deliver cybersecurity products and solutions Hands on experience of key security concepts in SAST, DAST, SCA, Cloud, and Vulnerability MGMT Proficient in automation Proficient in agile methodologies Experience creating internal software platforms to enable engineering workflows Preferred qualifications, capabilities, and skills Familiarity with modern front-end technologies Relevant experience in designing, developing, and implementing software solutions, constantly seeking to be an expert

This is your chance to change the path of your career and guide multiple teams to success at one of the worlds leading financial institutions. As a Manager of Software Engineering at JPMorgan Chase within the Asset and Wealth Management, you lead multiple teams and manage day-to-day implementation activities by identifying and escalating issues and ensuring your team s work adheres to compliance standards, business requirements, and tactical best practices. Job responsibilities Provides guidance to immediate team of software engineers on daily tasks and activities Sets the overall guidance and expectations for team output, practices, and collaboration Anticipates dependencies with other teams to deliver products and applications in line with business requirements Manages stakeholder relationships and the team s work in accordance with compliance standards, service level agreements, and business requirements Creates a culture of diversity, equity, inclusion, and respect for the team members and prioritizes diverse representation Required qualifications, capabilities, and skills Formal training or certification on software engineering concepts and 5+ years applied experience Experience leading technology projects Experience managing technologists Proficient in automation and continuous delivery methods Proficient in all aspects of the Software Development Life Cycle Advanced understanding of agile methodologies such as CI/CD, Application Resiliency, and Security In-depth knowledge of the financial services industry and their IT systems Practical cloud native experience Experience in Computer Science, Engineering, Mathematics, or a related field and expertise in technology disciplines Preferred qualifications, capabilities, and skills Experience working at code level

You are a strategic thinker passionate about driving solutions in financial analysis. You have found the right team. As a Control Management- Vice President in our Finance team, you will have the opportunity to define, refine and deliver set goals for our firm. You will be part of our Central Controls Services (CCS) team, working in a dynamic and exciting environment. You will lead a functional CCS team, ensuring timely, accurate and consistent monitoring and reporting across multiple programs. You will also act as a central point of escalation, investigating operational challenges, implementing new processes and enhancing current controls. Furthermore, you will provide guidance to the Service Centre personnel on complex queries, ensuring a high standard of service. Job Responsibilities Leading the personnel within the functional team, ensuring tasks are delegated responsibly, performance is managed correctly, and the team is motivated effectively. Being aware of key business objectives and ensuring these are applied appropriately to all business activities. Taking ownership of all escalated issues, ensuring resolution is appropriate and timely, and taking necessary steps to mitigate future occurrences. Managing resources to ensure all tasks/duties are delegated appropriately, maintaining a high service level. Ensuring all team members are sufficiently trained on new CCS activities to continue the level of support to stakeholders. Ensuring effective quality assurance and integrity within the team, maintaining high standards and consistency of work internally while ensuring coherence with stakeholders. Providing timely, consistent, and accurate reporting of activities undertaken by the team, ensuring that the data is useful, timely, and accurate. Initiating extra activities and other management interventions wherever gaps in the processes are identified or issues arise, as needed. Acting as the point person for Business Control Managers for escalating issues, problem, and query management. Building strong working relationships with BCMs/BMs, Legal, and Compliance to contribute to improving outcomes, reducing conflict, and misunderstanding. Working with stakeholders to improve overall interactions and processes to reduce queries. Ensuring knowledge of the supported LOB is strong, with a deep understanding of business areas, functions, and activities. Identifying stakeholders and their requirements for communication and engagement, ensuring these are met. Providing the correct level of stakeholder management to ensure the overall team is not distracted by individual needs. Supporting and presenting when required to the CIB CCS Steering Committee, Working Group, etc. Involving in other key global, strategic initiatives, as directed. Required qualifications, capabilities, and skills Strong staff management skills with the experience to lead a global XLOB team Experience in managing people s performance. Confident and effective communication skills both orally and in writing and with the ability to adapt style to suit the audience. Creative and innovative problem solver, with the ability to independently assess a wide variety of tasks Effective listening skills with ability to identify people s issues quickly. Ability to juggle multiple priorities and stakeholders demonstrated through strong organisational skills Effective leadership skills with the ability to command respect and create a sense of community amongst team members Strong interpersonal skills allowing effective working relationships to be built with team members, Control managers, Business managers etc. Strong influencing and negotiation skills Adaptable in working style and comfortable working within ever changing environment Can think and act in pressured and time sensitive situations Strong presentation skills including generating presentations and effectively communicating to senior management E xperience in Financial Services, Control Oversight and/or similar role . Comprehensive understanding of Risk and Controls. Knowledge of CIB products

" About the Job The Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require. The role is a combination of general management, service operations, and special projects. The Service Desk Manager will wear many hats - in addition to managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. They would also serve as the service-desk liaison to major business-impacting initiatives. As Global Service Desk Manager, You Will Manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements. Demonstrate a strong understanding of process, delivery, and operations management to ensure efficient and effective execution of operations. Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations. Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents. Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout. Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team. Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality. Owner of key measurements and service levels for Global Service Desk services. Responsible for ensuring all KPIs and metrics are measured and adhered to. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Deep dive into processes to identify gaps and develop strategies for improvement. Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans. Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives. Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges. Conduct annual performance evaluations for all direct reports. Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues. Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements. Responsible for supervising the team, managing team conflicts, and demonstrating quick decision-making capabilities to maintain sound team health. Review the teams performance regularly and provide necessary feedback and guidance for improvements. Plan, coordinate, and manage ad-hoc projects for the GSD team as needed. Act as a liaison between GSD and other IT and support departments. As Global Service Desk Manager, You Need Full-time Technical Graduate or relevant post-secondary degree preferred. Must have 12+ years of experience in IT service management. 5+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk. Understand processes, delivery, and operations management. 7 + years of experience working in the Service Desk under various roles. Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies. ITIL certification is desired. Additional technical certifications are an asset. Must have good logical probing, understanding, and troubleshooting skills. Must have exceptional written and oral communication skills. Technical awareness with hands-on knowledge and experience on various technologies. Positive attitude towards solving customer problems. Ability to accurately prioritize tasks and accomplish them in a timely fashion. Ability to review various processes and procedures to keep them up to date at regular intervals. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently. Strong analytical and problem-solving skills. Strong relationship-building skills, can network and work well with remote stakeholders. Excellent reporting and presentation skills. Superior attention to detail with an eye for accuracy. ","

" About the Job The Senior Manager, Global Service Desk is responsible for overseeing the strategic and operational delivery of IT support services, ensuring alignment with business objectives, customer satisfaction, and operational excellence. This leadership role drives continuous improvement, enhances service performance, and ensures compliance with ITIL best practices and organizational standards. The GSD Senior Manager will take on a pivotal leadership role, overseeing a potentially large team of support agents while ensuring the seamless operation of the service desk, making sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. They would also serve as the service-desk liaison to major business-impacting initiatives. As Senior Manager, Global Service Desk, You Will Lead and manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements. Demonstrate in-depth expertise in process, delivery, and operations management to ensure efficient and effective execution of operations. Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations. Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents. Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout. Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team. Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality. Own and monitor key measurements and service levels for Global Service Desk services. Responsible for ensuring all KPIs and metrics are measured and adhered to. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Deep dive into processes to identify gaps and develop strategies for improvement. Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans. Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives. Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges. Conduct annual performance evaluations for all direct reports. Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues. Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements. Supervise the team, manage team conflicts, and demonstrate quick decision-making capabilities to maintain sound team health. Review the teams performance regularly and provide necessary feedback and guidance for improvements. Plan, coordinate, and manage ad-hoc projects for the GSD team as needed. Serve as a key liaison between GSD and other IT and support departments. As Senior Manager, Global Service Desk, You Need Full-time Technical Graduate or relevant post-secondary degree preferred. 5+ years of experience in IT service management. 7+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk. Understand processes, delivery, and operations management. 10+ years of experience working in the Service Desk under various roles. Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies. ITIL certification is desired. Additional technical certifications are an asset. Must have good logical probing, understanding, and troubleshooting skills. Must have exceptional written and oral communication skills. Technical proficiency with hands-on experience in a wide range of technologies that support and impact the Global Service Desk (GSD) operations. Positive attitude towards solving customer problems. Ability to accurately prioritize tasks and accomplish them in a timely fashion. Ability to review various processes and procedures to keep them up to date at regular intervals. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently. Strong analytical and problem-solving skills. Strong relationship-building skills, can network and work well with remote stakeholders. Excellent reporting and presentation skills. Must have an eye for details and fine print. ","

Job Title: Technical Support Manager Location: Pune, India Department: Technical Support Type: Full-Time Job Summary: We are seeking an experienced and proactive Technical Support Manager to lead a team of support engineers responsible for delivering high-quality technical assistance to customers. The ideal candidate will oversee daily operations, ensure timely resolution of issues, and foster a culture of continuous improvement and learning. This role requires strong leadership, excellent problem-solving abilities, and a passion for delivering exceptional customer support. Key Responsibilities: Manage, mentor, and develop a team of technical support engineers. Ensure smooth daily operations, including case triage, phone support, and ticket management. Act as an escalation point for complex or high-priority technical issues. Collaborate with cross-functional and global teams to drive alignment and service consistency. Monitor team performance through dashboards, KPIs, and service-level metrics. Identify trends and communicate insights to improve customer experience. Lead recruitment, onboarding, and training efforts for the support team. Participate in support strategy, planning, and process improvements. Stay current with SAS technologies, third-party tools, and industry trends. Ensure compliance with internal policies and customer expectations. Contribute to product lifecycle feedback based on customer interactions. Qualifications: 5+ years of experience in technical support or a related field, including 2 years leading a frontline support team. Bachelor s degree in Computer Science, Engineering, or related discipline. Proven experience managing enterprise software support teams. Strong knowledge of ticketing systems (e.g., ServiceNow) and support tools. Excellent communication, interpersonal, and decision-making skills. Ability to manage priorities in a fast-paced, multitasking environment. Experience with SAS software is a strong advantage. Strong customer service orientation and ability to advocate for clients. Demonstrated ability to lead team development and growth initiatives. Diverse and Inclusive At SAS, it s not about fitting into our culture it s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it s essential to who we are. To put it plainly: you are welcome here. Additional Information: SAS only sends emails from verified sas.com email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com. #SAS

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. . Key Role and Responsibilities : : Managing a team of 150 associates with the help of aligned 5 to 7 TL s Meet and exceed SLA targets Understand operational metrics & have governance to ensure no misses Drive performance and exceed the expectations Attend weekly and monthly reviews with Internal Stakeholders and Client Actively involved in client calls & manage client needs Monitor production, efficiency, and schedule adherence tool to ensure high levels of efficiency Establish cross skilling plan for the agents Develop the team members by providing necessary support and guidance and nominate them for different OD trainings Work closely with the team to ensure timely feedback is provided Create good engagement levels with team members and reduce attrition numbers Handle escalations (team and client) Ensure complete participation and contribution in organization/process level initiatives (e.g., Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency Achieve stretch targets and make decisions as well as manage complex/ difficult employee situations Work as a Single point of contact for all non-operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issues Make appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as required Attrition Management & Employee engagement Ensure leaves for the team are planned so that productivity is not affected Coaching and feedback to mid and bottom quartile agents Mentoring top quartile performers Data collection and analysis of team performance parameters Contribute to process improvements and innovation Key skills and knowledge: Good communication and Analytical skills Planning and prioritization of schedule adherence Proficient with MS Office (Word, Power point and Excel) Flexible to work in Shifts (Morning and Night shifts and on Saturday/ Sunday weekly off) Ability to motivate under-performers to improve and excel US Healthcare expertise - preferred Qualification Section: Graduate in any stream

Job Title: Technical Support Manager Location: Pune, India Department: Technical Support Type: Full-Time Job Summary: We are seeking an experienced and proactive Technical Support Manager to lead a team of support engineers responsible for delivering high-quality technical assistance to customers. The ideal candidate will oversee daily operations, ensure timely resolution of issues, and foster a culture of continuous improvement and learning. This role requires strong leadership, excellent problem-solving abilities, and a passion for delivering exceptional customer support. Key Responsibilities: Manage, mentor, and develop a team of technical support engineers. Ensure smooth daily operations, including case triage, phone support, and ticket management. Act as an escalation point for complex or high-priority technical issues. Collaborate with cross-functional and global teams to drive alignment and service consistency. Monitor team performance through dashboards, KPIs, and service-level metrics. Identify trends and communicate insights to improve customer experience. Lead recruitment, onboarding, and training efforts for the support team. Participate in support strategy, planning, and process improvements. Stay current with SAS technologies, third-party tools, and industry trends. Ensure compliance with internal policies and customer expectations. Contribute to product lifecycle feedback based on customer interactions. Qualifications: 5+ years of experience in technical support or a related field, including 2 years leading a frontline support team. Bachelor s degree in Computer Science, Engineering, or related discipline. Proven experience managing enterprise software support teams. Strong knowledge of ticketing systems (e.g., ServiceNow) and support tools. Excellent communication, interpersonal, and decision-making skills. Ability to manage priorities in a fast-paced, multitasking environment. Experience with SAS software is a strong advantage. Strong customer service orientation and ability to advocate for clients. Demonstrated ability to lead team development and growth initiatives. Diverse and Inclusive Additional Information: SAS only sends emails from verified sas.com email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com. #SAS

You provide software and applications expertise, and be responsible for implementation of the solutions. How you will contribute You will oversee the planning and execution of software and applications. To do so, you will manage an internal team and partner with external suppliers and use your deep technical and market knowledge and thorough understanding of our business goals find and deploy the right software and application solutions for the future. You will support programs to implement regional and global software and application strategies, offer input to financial planning and controls for software and applications on a regional and global level, collaborate with management and follow-up on requisitions, purchase orders, invoices, and payments, explores opportunities to leverage scale and drive savings, and ensure that support service level objectives and key performance indicators are accomplished. What you will bring A desire to drive your future and accelerate your career. You will bring experience and knowledge in : Managing staff and line responsibilities Managing large-scale software and application services Service delivery, support and excellence Program/Project management with experience managing multiple projects for budgets, resources, schedules and quality General technical background Understanding of integration and how different applications talk to each other Process and service orientation Business processes Purpose of Role Key Purpose of this role is to manage all sorts of ongoing MDS Finance application system solution- and release management related activities pro-actively in close cooperation with the application owner for process, system as we'll as data delivery. This does include system releases and upgrades, all sorts of system- and object governance related task coordination all the way up to system tenant-, license- and vendor contract management. Role Responsibilities Should possess over time a good knowledge over all MDS Finance owned applications. On such, he/she will play a key role for the ongoing solution- and system governance as we'll as upgrade- and release management tasks, which includes tenant-, license- and vendor contract management. This includes in particular the following responsibilities: System Landscape/Tenant Mgmt. System License Mgmt. System Object Governance System Test-/Release Mgmt. System Upgrades System Defect Mgmt. Performance Monitoring System Interface Mgmt. System CAB Mgmt. System Contract Mgmt. Career Experiences Required Role Implications Experience Experience in international transformation projects. Good understanding of how system, and data is used within Finance business processes. Strong IT/System affinity and proficiency. Pragmatic approach, as we'll as a structured and independent way of working. Ability to interact with different stakeholders and motivated to train and drive change. Team player, service orientation, high level of commitment and motivation. A collaborative, solution-focused approach and strong written and spoken communication skills. Proven English language proficiency. Leadership Competency: Planning, Drive for results, Customer focus, Creativity, Peer relationships, Informing. Functional Competency Good knowledge of FPA processes. Good knowledge of large projects. Excellent stakeholder management skills . Strong focus on Cost, Schedule and Quality of Project delivery. Education / Certifications: bachelors or masters degree, preferable in Finance and/or IT with 12-15 + years of working.

You provide software and applications expertise, and be responsible for implementation of the solutions. How you will contribute You will oversee the planning and execution of software and applications. To do so, you will manage an internal team and partner with external suppliers and use your deep technical and market knowledge and thorough understanding of our business goals find and deploy the right software and application solutions for the future. You will support programs to implement regional and global software and application strategies, offer input to financial planning and controls for software and applications on a regional and global level, collaborate with management and follow-up on requisitions, purchase orders, invoices, and payments, explores opportunities to leverage scale and drive savings, and ensure that support service level objectives and key performance indicators are accomplished. What you will bring A desire to drive your future and accelerate your career. You will bring experience and knowledge in : Managing staff and line responsibilities Managing large-scale software and application services Service delivery, support and excellence Program/Project management with experience managing multiple projects for budgets, resources, schedules and quality General technical background Understanding of integration and how different applications talk to each other Process and service orientation Business processes Purpose of Role : You will ensure, delivered services are optimized to meet business demands and the service operations strategy, plan, measure, report and communicate service improvement initiatives, and serve as a consultant on issues and resolutions. You will also recommend actions that can be taken to optimize investments and benefits and to mitigate risks. You are responsible for ensuring that MDS Finance projects are successfully delivered on time and on budget. This includes project governance, budget, and timeline development, build quality, testing and operational readiness, and the completed project s readiness to go live; work with project resources to provide design collateral and to configure software components so they are aligned with security policy and governance; and ensure adherence to development and configuration standards and processes. Role Responsibilities Should possess in depth knowledge of SAP Analytics cloud and should play key role for maintenance, governance and enhancements of SAP analytics cloud planning and reporting applications. Lead team of inhouse SAP analytics cloud developers for Break Fixes, enhancements, report and Dashboard developments, SAC security and system improvements. Responsible for assessing impact of systems upgrades and conduct efficient regression testing. Lead system governance topics, such as performance Optimization, data retention, Archival etc Facilitates consultation with key business stakeholders to strategize transformation of SAP analytics cloud applications. Partner with global and regional FPA teams to understand ongoing business requirements and be able to translate them into functional and technical design documents. Act as SAP analytics cloud subject matter expert in order to support the end-to-end project lifecycle including blueprint, build, integration testing, implementation and hyper care support for FPA digital transformation initiatives. Lead project teams consisting of inhouse developers, external partners, business stakeholders and process experts. Deliver digital FPA initiatives and ensure they are scaled globally in a consistent and efficient way. Develop a clear understanding of the SAP Analytics Cloud and peripheral system landscape and be able to govern the future roadmap. Partner with solution architects serve as a trusted technology advisor to the global FPA community. Modernize FPA processes by providing relevant, agile innovative solutions using latest techniques tools. Learn current technology trends influencing finance processes, causing digital disruption in the CPG industry which includes intelligent automations and digital innovations. Collaborate with partners to identify best practices help our business understand adopt current technology to achieve operational efficiencies. Career Experiences Required Role Implications: Experience: Strong expertise in SAP Analytics Cloud with experience of minimum 3 implementations. Min 5-7 years of experience in SAP analytics cloud. Integration / Security / Dashboarding experience would be an added advantage with overall experience of 10-15 years. Experience in planning and consolidation tools and its integration with SAP ECC, S4, Cloud services. Understanding of FPA business processes with business engagement skills. Experience of data warehousing concepts and analytical tools like Tableau, Alteryx Power BI. Experience or awareness of Cloud services and functionalities and its used cases for Finance domain. Leadership Competency: Planning, Drive for results, Customer focus, Creativity, Peer relationships, Informing. Functional Competency Good knowledge of FPA processes. Good knowledge of large projects. Excellent stakeholder management skills. Strong focus on Cost, Schedule, and Quality of Project delivery. Education / Certifications: University degree, preferably in Finance and/or IT Proven English language proficiency.

Sysnet Global Technologies Pvt Ltd is looking for Customer Support Engineer to join our dynamic team and embark on a rewarding career journey Responding to customer inquiries and resolving technical issues via phone, email, or chat Providing accurate and relevant technical information to customers Troubleshooting and diagnosing technical issues and providing solutions to customers Collaborating with other departments, such as engineering and product development, to identify and resolve complex technical issues Maintaining accurate and up-to-date customer records and documentation Developing and delivering technical training to customers and internal staff Participating in the development and testing of new products and features

We are seeking a highly organized and detail-oriented individual to join our team as a Workforce Planner in our call Center. As a Workforce Planner, you will play an important role in ensuring the efficient and effective allocation of resources to meet our call canter s service level targets. Candidate will be responsible for forecasting call volumes, creating staffing schedules, monitoring real-time adherence, and analyzing data to optimize workforce productivity. Candidate with the strong analytical mindset, excellent communication skills, and the ability to thrive in a fast-paced environment. Work Shifts: US Qualifications Qualification: Bachelors degree in Business Administration, Statistics, or a related field is preferred-Proven experience as a Workforce Planner or in a similar role within a call center environment. C

About Citco: The market leader. The premier provider. The best in the business. At Citco, we ve been the front-runner in our field since our incorporation in 1948 led to the evolution of the asset servicing sector itself. This pioneering spirit continues to guide us today as we innovate and expand, push beyond the boundaries of our industry, and shape its future. From working exclusively with hedge funds to serving all alternatives, corporations and private clients, our organization has grown immensely across asset classes and geographies. For us, this progress is a pattern that we ll only maintain as we move forward, always prioritizing our performance. So for those who want to play at the top of their game and be at the vanguard of their space, we say: Welcome to Citco. About the Team Business Line: Fund Administration is Citco s core business, and our alternative asset and accounting service is one of the industry s most respected. Our continuous investment in learning and technology solutions means our people are equipped to deliver a seamless client experience. About You: Bachelor s Degree from an accredited college or university Professional Accounting/Finance designation considered an asset (CFA, CPA) Some knowledge of Syndicated and Private Loans an asset Strong customer relationship skills Excellent attention to detail Ability to manage time effectively, set priorities and meet deadlines Strong proficiency with Microsoft Office suite, especially Excel Our Benefits Your wellbeing is of paramount importance to us, and central to our success. We provide a range of benefits, training and education support, and flexible working arrangements to help you achieve success in your career while balancing personal needs. Ask us about specific benefits in your location. We embrace diversity, prioritizing the hiring of people from diverse backgrounds. Our inclusive culture is a source of pride and strength, fostering innovation and mutual respect. Citco welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection. Your Role: Use 3rd Party Sentry software to complete daily operational deliverables in line with client service level agreements. Primarily activity in positions, trades, credit activity and asset setup/verification. Evaluate cash flows, financing and risk associated with Syndicated and Private Loans based on loan covenants. Analyze, investigate and resolve issues; prepare reports for assessment and sign off, with respect to Loan activity Work directly with Agents and 3rd Party Loan Servicers to validate transactions and holdings. Prepare auditable support for bank loan portfolio and cash activity, in preparation for monthly financial statements Apply attention to detail when using existing tools, controls and processes. Support the conversion of any new clients and the migration of tasks from other locations. Maintain positive and professional working relationships with clients and other contacts across the function and organization. Train newer staff members of the team on the process and cross train with other members of the team, to ensure you are able to provide coverage in times of absence.

Loan Servicing Specialist - Operations Analyst, a vital role within our Loans group. This key position is designed to deliver on specific tasks and requirements, making it an essential part of our team. As a Loan Servicing Specialist, you will gain valuable exposure to various aspects of operating a banking office, contributing to the seamless functioning and success of our financial services. Join us to play an integral role in our dynamic and collaborative environment. Job Summary As a Loan Servicing Specialist - Operations Analyst within our Loans group, you will be responsible for executing all assigned tasks while ensuring compliance with Service Level Agreements (SLAs). Your role will involve working across various processes, including Deal Closing, Drawdowns, Rollovers, Repayments, Pre-payments, Funding, Rate-Fixings, Fees, and external payments. This position offers a unique opportunity to enhance your skills in performing Nostro Past Due Reconciliation, allowing you to make a significant impact on our operations. Job Responsibilities Adhere to established QUALITY QUANTITY SLAs consistently. Ensure 100% compliance with process-related policies, guidelines, and controls. Manage Deal Closing, Drawdowns, Rollovers, Repayments, and other financial processes efficiently. Support the secondary trading desk with trade booking and settlements. Liaise with bank departments and external contacts, including Borrowers and Trustees. Follow up timely with agents or customers for any missing notifications. Complete all funding within the SLA on the same day. Serve as the SME and first internal POC for process-related queries and clarifications. Act as the first point of escalation for process-related issues from customers. Pay attention to detail to ensure all documents are processed correctly. Identify changes to processes to improve productivity and efficiency. Required qualifications, capabilities and skills Hold a bachelors degree in finance or a related field, or possess equivalent work experience. Minimum 6 months of experience in the financial services industry with a proven track record of delivery. Understand business financial statements, cash flow capacity, and loans across various industries. Exhibit strong research, analytical, and comprehension skills to analyze large data sets. Manage clients effectively, build partnerships, and lead while engaging multiple stakeholders. Utilize effective time management and prioritization skills to achieve business objectives. Communicate effectively with strong interpersonal and analytical skills, working independently on multiple assignments Preferred qualifications, capabilities and skills Build relationships with clients, internal partners, and peers effectively. Recognize issues or problems that need to be escalated promptly. Develop domain learning and exhibit strong interpersonal and communication skills. Apply analytical thinking and problem-solving skills effectively. Understand the product lifecycle and area product management thoroughly.

Credit Support Manager - Associate role, a pivotal position within our Loans group. This role is integral to our team, offering the opportunity to engage with various facets of banking operations. As a Credit Support Manager - Associate, you will be responsible for executing specific tasks and requirements, contributing to the seamless functioning of our banking office. Join us to make a significant impact and gain valuable exposure in the financial industry Job Summary As a Credit Support Manager - Associate in our Loans group, you will oversee daily team activities to ensure compliance with Service Level Agreements (SLAs). Your responsibilities will include supervising processes such as Deal Closing, Drawdowns, Rollovers, Repayments, Pre-payments, Funding, Rate-Fixings, Fees, and external payments. This role offers a unique opportunity to develop your skills in managing Nostro Past Due Reconciliation while making a significant impact on our operations. Job Responsibilities Monitor the team daily to ensure all SLAs are met and escalate exceptions for resolution. Supervise processes including Deal Closing, Drawdowns, Rollovers, and more. Ensure adherence to QUALITY QUANTITY SLAs with a robust workflow model. Serve as the SME, handling complex queries and routing them to onshore teams if needed. Implement a Knowledge Management model with SOP maintenance and training. Drive 100% compliance with Process Policies, Guidelines, and Controls. Motivate and support team members to achieve their goals and identify high-potential employees. Identify alternatives and options for addressing issues and exploring scenarios. Collaborate effectively with colleagues, leveraging diverse skills to achieve goals. Identify training needs for process and soft skills to enhance performance. Ensure team depth with trained backups for critical work queues. Required qualifications, skills and capabilities Hold a bachelors degree with minimum 10 years of relevant Credit Support experience in syndicated loans or the financial industry. Possess knowledge of loan systems like Loan IQ. Demonstrate expertise in nostro/cash matching, General Ledger reconciliation, and SWIFT/remittance systems. Exhibit strong problem-solving and investigative skills to analyze and resolve process-related issues. Maintain a strong risk and control mindset. Understand investment banking products, including loans. Drive projects effectively, showcasing strong people, performance, and escalation management skills. Preferred qualifications, skills and capabilities Influence and lead conversations effectively with stakeholders. Demonstrate executive presence by summarizing, recommending, and presenting issues and solutions to senior management. Cultivate strong interpersonal and communication skills for domain learning. Apply analytical thinking and problem-solving skills to challenges. Understand product lifecycle and area product management.

Introduction: At Kohler Co.,we are a leading global manufacturer in the plumbing industry, known for our high-quality products, innovative designs, and commitment to customer satisfaction. We are currently seeking a highly motivated and experienced individual to join our team as an Area Service Manager. A. Technical Service Operations Monitor and review Service Level Agreement (SLAs) such as Response TAT, Resolution TAT and Open calls with the field team, service partners as well as with the senior management. Build Kohler Authorized Service Partner (KASP) network and field force management according to the call volume and business needs. Drive Service Operations with Process Compliance and ensure organization s processes and policies are adhered by KASP. Assist service partners in educating service technicians about the right attitude for handling customer interactions. Provide swift response to escalated customer issues. Analyzing the reasons for delay in servicing for better control and taking timely actions to correct the situation if required. Provide inputs to Business, KASP field Service operations, training, and quality team as applicable. B. Spares Management and Warranties Perform periodic stock checks at Service Partner store and maintain the necessary inventory based on consumption trend analysis. Forecast and indent through demand planning for the spares and participate in the S and OP process of modulating demand, establish reorder levels and safety stocks. Coordination with supply chain team for Spare Parts availability in case of high lead times Play a key role in evaluating Warranty claims received from the field team and initiate the replacement process as per the policy. Periodically update the senior management on the quality and performance of Kohler products. C. Service Revenue Promote sales of genuine accessories, spare parts, and value-added products to the customers. Promote Preventive maintenance contract to new customers ensure the renewal of existing maintenance contracts. D. Business Support Market visit for meeting providing technical support to Trade partners and customers such as Architect, Builder, MEP Plumbers. Train and maintain the data base of Kohler trained plumbers/plumbing contractors in Kohler India represented areas. Execute Service camps at project accounts to build the confidence on Kohler product performance and ensure to avoid workmanship errors while installation at ongoing sites. Skills and Proficiencies Expected Sound knowledge of the basic customer service management principles. Expert in Service partner management and people handling skills. Comfortable in dealing with people with different backgrounds and responsibilities. Must possess an engineering bent of mind in discerning the problem and arriving at solutions. High process orientation and engineering proficiency. Agile to understand changes and have creative thinking to achieve the goal. SKU management, detailing and good analytical ability. Data interpretation skills and good written and verbal communication skills.

About the Job The Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require. The role is a combination of general management, service operations, and special projects. The Service Desk Manager will wear many hats - in addition to managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. They would also serve as the service-desk liaison to major business-impacting initiatives. As Global Service Desk Manager, You Will Manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements. Demonstrate a strong understanding of process, delivery, and operations management to ensure efficient and effective execution of operations. Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations. Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents. Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout. Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team. Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality. Owner of key measurements and service levels for Global Service Desk services. Responsible for ensuring all KPIs and metrics are measured and adhered to. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Deep dive into processes to identify gaps and develop strategies for improvement. Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans. Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives. Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges. Conduct annual performance evaluations for all direct reports. Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues. Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements. Responsible for supervising the team, managing team conflicts, and demonstrating quick decision-making capabilities to maintain sound team health. Review the teams performance regularly and provide necessary feedback and guidance for improvements. Plan, coordinate, and manage ad-hoc projects for the GSD team as needed. Act as a liaison between GSD and other IT and support departments. As Global Service Desk Manager, You Need Full-time Technical Graduate or relevant post-secondary degree preferred. Must have 12+ years of experience in IT service management. 5+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk. Understand processes, delivery, and operations management. 7 + years of experience working in the Service Desk under various roles. Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies. ITIL certification is desired. Additional technical certifications are an asset. Must have good logical probing, understanding, and troubleshooting skills. Must have exceptional written and oral communication skills. Technical awareness with hands-on knowledge and experience on various technologies. Positive attitude towards solving customer problems. Ability to accurately prioritize tasks and accomplish them in a timely fashion. Ability to review various processes and procedures to keep them up to date at regular intervals. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently. Strong analytical and problem-solving skills. Strong relationship-building skills, can network and work well with remote stakeholders. Excellent reporting and presentation skills. Superior attention to detail with an eye for accuracy. ,

Job Summary This role shall be responsible for identifying and resolving complex issues reported by users, system requests and handle high priority tickets. This position maintains user and system up-time through effective remote problem solving and by working with outside resources and vendors to deliver effective resolution. Must have experience with remote access systems. Ability to manage multiple customer accounts at any given time. Ensure support tickets are resolved in accordance with Service Level Agreements and customer policy / procedures, Configure hardware / software to customer specifications. Deliver support for reported problems with desktop computers, laptops, peripherals and mobile devices. Evaluate new product versions and recommend upgrade schedules. Set up and troubleshoot domains, user accounts and software accounts. Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users. Competencies: Demonstrate knowledge of troubleshooting desktops/ laptops and basic understanding for networks. Excellent customer support skills Ability to prioritize IT tickets and respond effectively to end user. Should be able to think on his feet to ensure tickets and closed within SLA. Ability to multi task while managing multiple tickets and user requests. Knowledge of using any ticketing tool such as service first. Technical Skills: Upgrading, supporting and troubleshooting Windows 10 and Microsoft Office 2016 and any other authorized desktop applications Upgrading, supporting and troubleshooting for printers, computer hardware and any other authorized peripheral equipment Performing general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment Performing remedial repairs on computers, laptops, printers and any other authorized peripheral equipment. Understanding the working nuances of FAIs existing IT infrastructure Preparing to trigger system updates as and when necessary Understanding the basic servers in use at FAI Being able to effectively diagnose any issues or incidents with servers Trigger server updates as and when necessary Support development and implementation of new projects and new hardware installations Perform configuration and maintenance activities relating to user profiles and policies Ensure adherence to the terms of license agreements Educational Qualification and Experience: Minimum of 15 years of formal education - Graduate / Post Graduate in Commerce. Professional work experience of 2 to 3 years.

At Amazon Advertising Global Team, we sit at the intersection of advertising and eCommerce. With millions of customers visiting us every day to find, discover, and buy products, we believe that advertising, when done well, can enhance the value of the customer experience and generate a positive return on investment for our advertising partners. We strive to make advertising relevant so that customers welcome it across Amazon s ecosystem of mobile and desktop websites, proprietary devices, and Amazon Advertising. If you re interested to improve advertising experience for customers with relentless focus, you ve come to the right place! Project managing the execution of advertising campaigns with internal Design, AdOps, Quality Assurance and global Campaign Management teams Manage the troubleshooting of issues as surfaced during the campaign life-cycle Dive deep on data to develop and manage process and product improvement projects with internal stakeholders to improve cross-vertical/cross-locale efficiencies Manage end-to-end campaigns for specific areas of business. Responsible for giving timely responses to stakeholders on related tasks with guidance, i.e., as per standard operating procedures (SOP) and SLA. Follow established SOPs, inventing and simplifying along the way Meets business metrics and goals, i.e., and service level agreements (SLAs) production, and quality targets A day in the life You will earn trust and foster frustration-free advertiser experiences through seamless project management of campaigns aimed at helping advertisers grow their business on Amazon while upholding our end customers experience. You will work with internal stakeholders to deliver results that matter to our advertisers for long-term growth. Campaign & Creative Managers provide efficient and accurate campaign management while identifying opportunities to continuously improve our workflows and implement best practices across teams. This means diving deep on campaign management workflow improvements, analyzing defects and developing programs to fix root causes, and developing scalable mechanisms to deliver results. The role provides a fast-paced environment that offers team members continual opportunities to learn, be curious and develop their skills. About the team This roles sits with the Global Advertising Services Org and may support various categories/verticals based upon the needs of the business. Campaign & Creative Managers work with advertising operations and Campaign & Creative Managers to ensure campaign delivery and advertising customer success. Experience with Excel Bachelors degree in any discipline Experience analyzing data and best practices to assess performance drivers 3+ years of digital advertising experience Strong problem-solving skills Experience in e-commerce or online advertising Experience analyzing key open issues and resolution metrics for each of the managed accounts Experience in relationship management within technology, start-ups, or SaaS Platforms Strong written and verbal communication skills in English

Join us in making book discovery and organisation seamless and dynamic. We will enable this through a set of foundational components (consolidated datastore as the source of truth for some data, index to enable dynamic queries, event subscriptions and notifications, self-service recommendation generation and validation) that establish entity-to-entity (e.g., books, series, authors, lists, genres) and customer-to-entity connections by bringing together data from multiple sources. We will facilitate cost-effective expansion, rapid feature development, and tech consolidation, enabling immersive book discovery experiences through dynamic recommendations and personalised libraries.The Support Engineering team provides production engineering support. This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success. As an Application Engineer II, you will drive resolution efforts and provide clear direction and updates to users, customers, and other team members. You will lead internal team projects and deliver on defined goals and timelines. You will identify improvements to existing and new support tools that would improve operational efficiencies. You will support critical issues for the products and systems within the scope of your team using existing documentation. You will detect ongoing trends or problems before they occur and define proactive actions. This job requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. Some of the key job functions of the support engineer are: Provide engineering support of our incoming tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple product lines. Work on maintenance driven coding projects, primarily in shell scripts, web technologies, and Java based projects. Read and understand complex application code and make code fixes to resolve support issues Software deployment support in staging and production environments. Develop tools to aid operations and maintenance. System and support status reporting. Ownership of one or more digital products or components. Customer notification and workflow co-ordination and follow-up to maintain service level agreements. Work with Seattle engineering team for handing-off or taking over active support issues and to create a team specific knowledge base and skill set. Bachelors degree in engineering or equivalent Experience troubleshooting and debugging technical systems 2+ years of software development, or 2+ years of technical support experience Experience in Unix Experience scripting in modern program languages Experience with AWS, networks and operating systems

Overview This role reports into the SVP, Customer Support with a dotted line functional reporting to the site leader & managing director, India. The Director of Technical Support drives and manages iCIMS world-wide customer support activities by adhering to world class standards and service levels. Core duties include leading the escalation process and all aspects of a support team to keep them motivated and responsive to customer needs. Accountable for determining and implementing the strategy and driving optimization and quality improvement within the India team consisting of both full time and contract work force. Responsibilities Develop and grow a team of Technical Support Managers that oversee Support Engineers to deliver world class customer service Instill a Drive for Excellence throughout the team Measure the effectiveness of support: Refine operational metrics for team in partnership with the global team Create cadence for review within team & ensure management responsibilities are being fulfilled Expose subset of metrics to executive team, and company. Oversee support process flow and procedure compliance to ensure individual and team’s efficient delivery of activities. Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities. Foster and facilitate the professional growth, engagement, and development of team members Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance Conduct quarterly reviews with iCIMS executive leadership Drive continuous improvement in processes through innovation and automation and cutting-edge technology Develop a repository of knowledge out of the on-going work with customers and utilize that to enhance the quality, speed, and productivity of the team. Drive customers to self-service first via the customer service portal and ensure skilled and empowered agents are providing support with more complex questions and requests. Ensure support ticket queues are prioritized and delivered to improve efficiency and client satisfaction. Partner with Engineering and Product Management to provide the voice of the customer, identify the types of issues that generate the most Support contact volume, and evolve the product to eliminate the highest support volume generators . Provide input and feedback, from a customer perspective to Product Management, on solution features, and functionality. Qualifications 15+ years of experience with at least 5+ year experience managing a Support team through Metrics and SLAs Proven expertise with SaaS solutions and Cloud technologies. Proven ability to provide guidance and coaching while empowering staff to perform their role Ability to manage influence through persuasion, negotiation, and consensus building. Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management. Excellent verbal and written communication skills Excellent planning and organizational skills Excellent presentation skills and ability to motivate teams Expertise in MS Excel and PowerPoint Knowledge of HR / Recruitment Software domain is a plus

There are two key components to the role. The role has responsibility for the Pune Planning Centre Operations India SV Demand Planning. Pune Vision Plan Site Leader The Plan Leader for Pune Site is responsible for all the Plan team members at the site overall operations of the Pune Site which supports both the Global Plan Team the APAC Plan team. The site leader is responsible for ensuring the Pune site delivers all its Service Level agreements (SLA s) to its key stakeholders ie Global Plan, APAC VC APAC SV Plan team. The site leader will work closely with the key stakeholders the Pune team to drive continuous improvement of the work processes and to drive maturity simplification of the e2e processes. The site leader will also shape drive execution of the strategic Vision Plan roadmap for the Pune Vision Planning Centre. The Vision Plan Site leader will also represent the Vision Plan team in the overall Pune GCC leadership Team and leverage/share learnings with the broader Med Tech teams at the facility. India SV Demand Planning Lead India SV in one of the fastest growing markets for APAC SV also one of the top markets for SV globally. The India SV Demand Planning Lead is accountable for leading and improving the demand planning and IBP processes for India SV by reducing forecast error, optimizing inventory utilization and influencing the cross-functional partnership. The India SV Demand Planning Lead will work closely with the India Commercial, Finance and Deliver organizations to drive IBP maturity, increase forecast accuracy, and orchestration of unconstrained demand conversations, including events such as promotions, NPI launches and Product discontinuations. The India SV Demand Planning Lead will ensure that the established forecasting process is we'll defined and that the Demand forecast is generated, reviewe'd and validated to enable visibility to product supply requirements. Duties Responsibilities Job Scope The role will cover all aspects of Demand Planning , Integrated Business Planning Master Data Maintenance including Driving IBP maturity Market and Regional Forecasting and Demand Shaping (Demand Reviews) Statistical Forecasting leveraging Data Analytics Short and medium-term Planning (1-24b months) Integration of Financial forecasting with IBP Scenario Planning Inventory Optimization Regional Planning Metrics and Analytics Implementation of Best Practices and tools @ Pune Planning Service Centre Driving excellence in Global Master Data Maintenance in OMP Ownership of the overall forecast upload process for the APAC Region Oversight of all the Vision Plan operations at Pune facility ensure delivery of the aligned SLA Main Duties Responsibilities Collaborate with Regional and Global SC partners to improve overall IBP process, supporting PMR, Exec IBP and connection with Financial forecasting. Support Reporting Data Analytics for Key KPI s (MAPE, BIAS, NTS $, etc) to Regional and Global management from Pune Service Centre Develop and maintain analytics to support continuous improvement (ie trends, forecast ability, Forecast Value Add), developing new and ad hoc reports as required. Continuously suggest and lead improvements to increase efficiency and effectiveness of processes. Create and maintain documentation and standard operating procedures for all processes at Pune facility Responsible for the development of the Team members at Talent at the Pune Vision facility and to build a High Performance team Facilitate India Market Demand Reviews with the cross-functional teams and ensure forecast accuracy through shared commercial/ supply chain accountability. Translate India market intelligence, customer forecast, promotional activity, seasonality and other internal or external factors that impact demand into the forecast projections. Design and generate monthly analysis of demand, providing visibility to trends and anomalies to share with key stakeholders to enable better informed decisions. Identify opportunities to effectively shape demand to influence service and / or cost (ie inventory). Act as a central point of contact for for India Demand, Supply, or Service related concerns. Education and Experience Essential: University Bachelors Degree in Engineering, Operations, Supply Chain, Marketing, Finance or equivalent. MBA in Engineering, business or equivalent is preferred Experience with ERP (SAP, APO, SNP, JDA, etc) Advanced Planning Systems Min 8 years of business experience with 5 years of experience in Demand, Supply, or Manufacturing Planning, IBP, and/ or Forecasting Experience, Medical device or Consumer industry preferred Desirable: Planning Certification (APICS/ IBF) Green Belt Six Sigma Certification. Experience in driving leading IBP maturity People Management experience Prior experience in Data Analytics Familiarity with relevant legislation - eg Import/ Export legislation, GMP, ISO requirements Skills Excellent Business acumen ability to partner with commercial team to drive change Strong communication skills with the ability to make the complex clear in both written oral forms. Ability to build strong collaborative teams and relationships, leading cross functional/ virtual teams Strong Persuading and influencing skills Self-directed and ability to work with limited supervision Ability to influence Director VP Levels within the organization and in a matrix environment. Good understanding of e2e Supply chain operations, lean, Value Stream with technical mastery in Planning In-depth knowledge of analysis and problem solving techniques. Strong understanding of financial valuation Strong analytically skills and statistics Location This role will be based in the Med Tech GCC facility at Pune, India Role may require approx. 10-15% travel