Technical Support Manager

Job Description

Major Responsibilities: Work with senior team members to plan, organise, coordinate, execute projects and Initiatives Manage meetings, document interactions with actions and next steps Diligence in follow-up and follow-through Create, update, present project plans Organise work to achieve positive outcomes Encourage use of agile work management processes Facilitate weekly, bi-weekly sprints for the team(s) assigned Help team members prioritise workload. Maintain a healthy team by empowering, motivating, and building trust Set goals for team members Present weekly progress reports Have good control on the work management process to adapt and course correct with agility Identify improvement areas, plan, and execute improvement items Summarise problems at hand for senior stakeholder consumption Prepare and participate in status meetings, governance meetings Setup, coordinate and manage triage sessions with customers and partners Work with the different internal team (cross functional and operational) to ensure seamless support to client needs Must be able to technically guide the team Communicate proactively with customers and internal team members to deliver business value as a part of daily work management Coach, guide, mentor other members of the team/organisation Support team in developing process knowledge base Setup knowledge base for the team to refer and enrich It continuously Lead from the front. Key Performance Indicators (KPIs): Demonstrate ability to walk through the product/project functionality to an internal/external audience. Clarity in thoughts and action: Written and Verbal Demonstrate process adherence for all change management activities Demonstrate pro activity Demonstrate follow-ups and follow-through Client facing presentation ability Independently manage client expectations Client/Partner engagement - Drive/Attend Weekly/Monthly meetings with client Deliberate RCA discussions with client Internal stakeholder management and updates Closely work with Product team to align on production issues, and push for product release for timely delivery to client. Systematic team management and proper guidance/direction to the team. Working Conditions: Ability to work in remote and/or office setting Fast paced environment with tight deadlines Support offshore hours / multiple time zones Flexibility with working hours based on team and client needs. Minimum Required Technical Skills / Qualifications Knowledge, Education, Training: Degree in computer science, engineering, business administration or equivalent experience Industry accepted certifications in management space Must be familiar with our product or a product used by financial institutions in a similar space Experience: Multiple years of experience working with customers and partners Domain knowledge of banking and financial institutions and/or large enterprise IT environment is desirable Experience in leading techno functional discussions with client. Knowledge of cloud concepts. Technical: Agile, Scrum experience Experience with process methodologies used in software industry Good understanding of java based technical implementations, deployments and troubleshooting Strong in database concepts Microsoft Excel, Word, PowerPoint, Wiki, Planning software, Agile project management tools Must be able to use and work with user interface-based applications. Communication: Strong, clear, and concise written and verbal communication skills Ability to communicate effectively at all levels of the organisation. Customer facing skills: Connect, Engage, Listen, Explain, Facilitate, Coordinate, Follow-through Interpersonal Skills: Strong interpersonal skills and can foster team collaboration.