Support Manager - IT

Support Manager - Mumbai

We are one of the leading recruitment firms, hiring from an Executive to CXO level with top MNC"s in India and abroad.

We are contacting you for an opening for the position of Support Manager - Based at Mumbai with a leading MNC Client.

Job Location : Mumbai

Job Responsibilities :

- Minimum 10 years of support experience and at least 2 years in Applications Support Manager role, should have managed team of at least 4 support analysts.

- Experience with standard ticket management systems

- Support planning and SLA management

- Hands on experience in ticket management tools/applications such as BMC Remedy, MS Dynamics CRM

- Strong problem analysis and solving skills

- Strong oral and written communication skills in English

- Excellent understanding of SLA/TAT and understanding of support analytics

- Deep understanding of Application Support Process and software development lifecycle (SDLC).

- Familiarity with Dot.Net technologies, Web Applications Architecture

- Should be open to travel on short notice.

- Proven ability to manage and prioritize multiple, diverse tasks simultaneously.

- Strong People Management and performance management Skills

Major responsibilities

- First point of contact for all application issues, IT service requests and change requests for all business stakeholders

- Provides day-to-day support and guidance to the applications support team

- Closely work with business users, support team and development teams in providing solutions to the issues and serve the service requests as per company's standard SLAs/Turnaround Times.

- Identifies continuous improvement opportunities, and drive solutions to improve productivity & efficiency of business applications in collaboration with technology and business partners.

- Responsible for coordinating the planed downtimes and related communication to all stakeholders.

- Closely works with infrastructure and application hosting teams in getting unplanned application downtime incidents and root cause analysis.

- Takes ownership and communication for escalated issues.

- Coordinates escalation to appropriate technical, professional and service stake holders

- Responsible for sending status reports, providing required support related management information for steering committee and management meetings.

- Responsible for time management of the team, coaching & development and performance management of the reporting team members

Meenakshi