Manager/Head - Application Support

Immediate opening of "Manager/Head - Support" for our client which develops world-class integrated software solutions for construction and other project related companies.

(NOTE: ONLY APPLICATION SUPPORT CANDIDATES WILL BE CONSIDERED. HARDWARE AND NETWORK SUPPORT CANDIDATES DO NOT APPLY.)

Job Description:

Job Title: Manager/Head – Support

Job Location : Mumbai (Only Mumbai based candidates)

Experience : 7 - 12 years (2 - 3 as a Support Manager within an IT company would be preferred)

Qualifications: Graduate or above

Compensation : As per Industry Standards

Job Summary :

- Looking for a dynamic and highly motivated individual who would be responsible for the on-going support of ERP product.

- The Manager/Head - Support is a key member of the organization who will report directly to the Head Of Operations.

- He / She would head a team of functional specialists who offer functional support for the application to clients and internal teams.

- He / she would be someone who has previous exposure to leading the support for a large software system.

- He / she should have experience in the management of customer demands, progress reporting and status utilizing a service desk ticketing system.

- Experience of financial accounting software would be highly beneficial towards the application.

Key Responsibilities:

1. Software Competency:

The Manager - Support primarily serves as a system expert and offers functional support for the application to clients and internal teams.He / she, along with the support team, are therefore expected to keep abreast of all new functionality introduced in the system.

2. Client and On-Site Consultant Support :

- The Manager - Support along with a team of functional consultants, is expected to consistently deliver high-quality, on-going, business application support to clients and on-site consultants.

- All issues reported by clients and on-site consultants are expected to be monitored by the Manager – Support and the team.

This activity involves the following:

- Logging of all issues and monitoring the same through an issue tracking software such as JIRA

- Providing advice and guidance for queries

- Troubleshooting bugs

- Ensuring resolution of issues within the support SLAs

- Risk and Escalation Management

- Monitoring problem severity and response times

- The candidate must ensure that he / she continually defines ways to increase customer satisfaction and deepen client relationships. Constant communication and a proactive attitude would be part of his/her daily responsibilities towards clients.

3. Support Team Management

- Scheduling, assigning and monitoring work done on a day-to-day basis by the team would be part of the job responsibility.

- Training, mentoring and promoting excellence within the team would be an important requirement.

4. Interface with Internal Teams & Reporting to Management

- The Manager - Support would interact with Project Leaders and the Head of Development to ensure that any issues reported by clients are resolved at the earliest.

- He / she would participate in support related internal reviews with the management and ensure adherence to all standard policies and procedures.

5. Innovations and New Developments

- The Manager - Support is an integral part of the Functional Design team as he / she is constantly in communication with clients on enhancements suggested by them. Thus he / she would be responsible for championing change in the software and effectively documenting implementation of new ideas.

The following milestones would be expected in the short term:

- Setting up of customer forums and wikis

- Conducting customer surveys in a comprehensive manner

6. Management of Releases and Hot Fixes

- The Manager - Support would be responsible for the co-ordination of software releases (new features) to clients. Hot Fixes for resolution of bugs would also fall under the purview of the Manager - Support.

Key Skills

- Excellent verbal, written, facilitation and presentation skills, especially with non-technical managers, with the ability to present and discuss technical information in a way that establishes rapport, persuades others and gains understanding

- MBA IT/Systems must/preferable.

- Analytical approach to issue resolution and problem solving

- Strong leadership and people management skills

- Ability to multi-task and stay organized in a dynamic work environment

- Self motivated, with the ability to work with minimal supervision

Please send your resume ASAP to 'consultant014@hcapital.in' or refer your friends or colleagues.

Interested candidates can revert back with updated CV in (.doc) format along with following information:
1. Current Location:
2. Current CTC:
3. Expected CTC:
4. NP: