Zycus - Senior Incident Manager

We are looking for Management Graduates in Supply Chain Management or Operations Management to join us a Incident Manager and provide Premium Support to our premium customers.

Wondering what will you be doing?

You will in this role be part of a Global Team and work with our global customers in implementing our AI driven procurement solution. Our Technical Account Manager play a very critical role in solving business problems for our Customers. They possess a deep understanding of our product and supply chain and use this knowledge to evaluate and suggest innovative solutions and workarounds for our customers and cross sell and up sell our solutions while being the focal point of contact for our customer.

About the Role :

- The incumbent will report into the Senior Incident Manager

- Lead a shift of Technical Support team which is Level 1 Support for Zycus customers.

- Setting up bridge calls for Major Incidents, following the information matrix to escalate issues to the highest level & seek closure without breaching client SLAs.

- Tracking Incidents, Major & Minor to ensure SLA compliance.

- Hosting client calls for regular updates on Major Incidents.

- Participating in the daily SCRUM`s to provide a deep dive into issue occurrences and correlate RCA`s.

- Assist the Tech Support Manager in Organizing, Planning and Implementing Strategy to drive improvement in the Technical Support team

- Ensure excellent CSATs by monitoring and driving improvement in FCR, SLA Adherence (TAT), Quality, Team Knowledge leading to correct issue analysis, prioritization and troubleshooting

- Ensuring high quality, up-to-date documentation and knowledge base exists for all Zycus products

- Conducting Daily checks on CSAT score and DSAT analysis

- Liaising with Internal functions including Product Management, Engineering, Network Operations, and other Service functions to ensure timely and accurate resolution of issues and queries

- Review daily priorities and take appropriate action to ensure results are achieved

- Create reports, analyze and interpret data for tracking SLAs and internal OLAs

- Drive Training & Development

- Secure adherence to Company's policies & guidelines

- Awareness of new product developments in our domain providing input and tactical direction to the business on Customer service and support challenges.

- Monitor daily performances to enhance & up skill the Analysts and Senior Analysts

- Maintaining a timely 1-2-1 feedback mechanism to ensure best practices are being followed for maximum efficiency amongst the team

- Handling Escalation Calls, Emails & Chat

- Able to judge priorities to meet deadlines without cutting corners

- Taking responsibility for Unresolved Issues/ Escalations

- Experience in driving Change Initiatives in a Service Environment & Conversant in Service Legal Agreements and Operational schedules

- Ability to mentor & guide junior team members

- ITIL Certification will be advantageous, a clear understanding of Incident, Problem, Change Management is expected.

- Supervise and motivate team members

- SHIFT: Rotational Shift (Including Night Shift)

Requirements :

Minimum 4-10 years of relevant experience in the Incident Management & Team Management role.

Should have led a team of minimum 6 in the past

Prior work experience in a SAAS/Product Based organization's Tech Support team is extremely preferred (but not mandatory)

Prior work experience in Technical Support teams for Software Services/Portals is preferred (but not mandatory)

Excellent Communication Skills (aimed at US and EU customers) is a must

Should have a Logical & Analytical bent of mind

Should be able to tackle/ handle/ monitor all escalation emails & calls, also ensuring they are responded to as per SLA or sooner.

Job Location: Mumbai

Leadership Abilities:

- Accept responsibility/accountability for assigned tasks

- Break problems into manageable pieces and follow an organized approach to resolve them

- Plan tasks to create deliverables and effectively execute that plan with little direction from supervisor

- Develop contingency plans and be ready with backup options when needed

- Work effectively in fast paced, team oriented, rapidly changing environment

- Promptly recognize emerging problems, identify potential solutions, and seek help from others when necessary

- Deliver high quality results on time

- Show willingness and ability to increase contribution and level of responsibility and proactively seek to do so

 -Maintain poise, maturity, humility, professional conduct, presence, and appearance

- Establish and maintain effective and cooperative working relationships with peers, management, and clients

- Accept and act on feedback Communication

Benefits :

Five Reasons Why You Should Join Zycus

Cloud Product Company: We are a Cloud SAAS Company and our products are created by using the latest technologies like ML and AI. Our UI is in Angular JS and we are developing our mobile apps using React.

A Market Leader: Zycus is recognized by Gartner (world's leading market research analyst) as a Leader in Procurement Software Suites.

Move between Roles: We believe that change leads to growth and therefore we allow our employees to shift careers and move to different roles and functions within the organization

Get a Global Exposure: You get to work and deal with our global customers.

Create an Impact: Zycus gives you the environment to create an impact on the product and transform your ideas into reality. Even our junior engineers get the opportunity to work on different product features.

About Us:

Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite. Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.

Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.

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