Associate Director - Global Client Support - BPO/ITeS

Key Responsibilities:

- Take ownership to drive customer happiness through support metrics and SLA's

- Manage a 24/7 team across multiple geographies, and provide an environment of continuous improvement and mentorship

- Manage global support budget and drive efficiencies by utilizing internal and 3rd party support tools

- Work with internal stakeholders and customers to templatize service offerings and agreements across geographies and product lines

- Managing proactive monitoring, and incident and escalation management

- Drive change management for production systems

- Maintain customer relationships by handling their questions and concerns with speed and professionalism

- Review RCA's for incidents and drive a continuous improvement roadmap

- Effectively run the feedback loop with Product and R&D teams

Requirements :

- Engineering graduate with a minimum of 10-12 years of experience in software support, including 6-7 years in a managerial capacity

- Experience of managing both onshore and offshore support teams

- Experience in managing global clients and support partners through software support, responsiveness and meeting SLA commitments

- Experience driving cultural and process changes to deliver a truly world-class support

- Availability to travel for work