TechOps-DE-Service Delivery Manager

10 - 15 years

10 - 30 Lacs

mumbai

Posted:2 days ago| Platform:

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Skills Required

service delivery order management ticketing sap consulting presales customer support rfp technical support financial services

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responding to customer requests by telephone, e-mail or through a ticketing system, providing 2nd line application support for production issues from initial contact through to resolution and documentation, including root-cause identification and preventative action, collaborating with business users and technology teams to resolve issues in a timely manner with appropriate solutions.
Updating / enhancing client specific configurations
As familiarity with the platform grows, analysing customer business requirements and identifying solutions using the applications and systems available, collaborating with development teams to resolve complex issues and implement system enhancements.
Manage customer data reference the authorizations and portfolio rights assigned to customer users, and supervise the maintenance of the asset repository with the Global Data Management teams.
Customer training Participate in the training of new users on our platform, guiding them through key functionalities and helping them solve common problems
Documentation Contribute to the creation and updating of the knowledge base by documenting frequently encountered problems, solutions and best practices, in order to facilitate rapid problem resolution.
Follow-up and escalation Ensure regular follow-up of customer issues to ensure they are resolved satisfactorily and in a timely manner. If necessary, escalate complex issues to the development team or other relevant departments.
Monitoring and management of KPIs (Key of Performance Indicators)
Continuous improvement Identify trends and gaps in customer support, and suggest improvements to optimize processes and the overall support experience.
Experience in working in Wealth & Asset Management platforms including Order Management, Middle Office, Portfolio Management will be an added advantage

Skills and attributes for success

As the Service Delivery Manager,

Focus on keeping stakeholders satisfied with the IT services through managing projects or enhancements, fixing application issues and tracking service metrics.
Experience in Production Support, System performance & reporting, Batch Monitoring, IT Availability etc
Experience in Managing and supporting Wealth and Asset Management platform will be a high advantage
Lead a motivated and skilled team of Business Analyst, Application Developers and Technical Architects responsible for getting services delivered to the client.
Should be well conversant with ITSM & Service Management frameworks.
Should have expertise in setting up and running of Managed Services / outsourced projects key exposure areas are Due Diligence, Service Transition, Steady state attainment and ongoing continuous improvement.
Ability to multitask and work in a fast-paced, collaborative team environment.
Excellent written and oral communication skills, writing, publishing and conference-level presentation skills a plus.
Should be willing to travel in accordance with client and other job requirements.

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