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BriefCase

Application Support Project Manager Offshore Job in Enzen Global Solutions Pvt Ltd

Application Support Project Manager Offshore

Enzen Global Solutions Pvt Ltd 4+ weeks ago
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Job Summary Description
  • Manage a diverse and inclusive team of Functional and Technical support consultants, including recruitment, career development, performance and retention.
  • Plan appropriate resourcing and coverage to meet operational requirements and service level agreements relating to incoming case volume and backlog
  • Assess impact of new technologies to ensure that consultants are support ready.
  • Ensure that operational targets and service level agreements are met, and that customer satisfaction goals are attained. Recommend and implement processes for continuous improvement.
  • Ensure prompt and complete implementation of Corporate programs and processes.
  • Drive technical escalation and situation management.
  • Act as an interface with other organisations including 3rd Party vendors to ensure proper support delivery is available to provide total and complete problem resolution meeting customer needs.
  • Communicate confidently and with authority with your team and peers, with customers and with other departments within Enzen Global.
  • Have good change management skills and lead your team and peers through the change process. Be a champion of change
  • Work off hours and shift patterns as required to meet management responsibilities
  • Display and maintain high level of professional behavior at all times.
Qualifications
  • 6 years of experience managing a team in a technical support environment is essential
  • Common AWS Cloud Infrastructure knowledge is highly desireable
  • Knowledge of supporting ERP, HCM, EAM and Workforce Management systems is highly desireable
  • Highly self-motivated and customer-focused, with a pro-active and responsive approach
  • Able to multi-task in a fast paced environment and within strict deadlines and regulations
  • Able to influence and build rapport with colleagues and customers, locally and worldwide
  • Experience in initiating new processes and procedures to stabilize the support operations for new products, customers and processes
  • Proven ability to troubleshoot and resolve complex issues in a customer facing environment involving multiple internal and external stakeholders and enable the team to manage such issues
  • Understanding of Operational metrics (Customer Satisfaction, Productivity, Closures, Avg resolution time, Attrition etc, Availability time)
  • Planning and organizing activities like training, mentoring, coaching etc
  • Translates plans into specific and measurable goals for self and others. Regularly measures and monitors progress and results by using defined metrics. Provides adequate resources to achieve plans, justifying additional resources as required.
  • Ensures appropriate operational planning is effectively executed to meet business needs.
  • Anticipates change and its impact on others. Manages the change process by identifying barriers and obstacles to change, and by ensuring that these are overcome.
  • Expresses and articulates key elements of ideas or concepts (both written and verbal) in a logical, descriptive, and comprehensible manner. Anticipates reactions and responds appropriately. Probes and listens for information from others, without interrupting or judging, in order to understand underlying issues.
  • Demonstrated results in encouraging new and better ways of operating, showing appropriate support for change, driving key change initiatives.
  • Versed at instilling a sense of common purpose, joint mission, and mutual accountability to create and support an effective team environment.
  • Experienced problem solver. Is creative in problem solving approaches; improvises and offers alternative scenarios and approaches
  • Strong track record in working and managing globally virtual distributed teams
  • Good understanding of the concepts of system architectures, technologies, operating systems.
  • Displays self-confidence, authority, enthusiasm, and an ability to stimulate and motivate others. Makes sure that team members understand how their work activities support team goals, vision, and strategies. Leads by example and delegates appropriately.
Soft Skills
  • Organisational skills and excellent timekeeping are essential
  • People management skills for both customers and internal teams including good stakeholder management at all levels
  • Utility domain expertise
  • Excellent communication skills able to act as a trusted entity with all parties involved
  • Proven multicultural experience in handling difficult situations
  • Conduct training and knowledge sharing sessions
  • Identifies others' needs and personal styles and links own views or position to those interests, desires, or goals to actively influence outcomes. Generates creative solutions in such a way that others choose to change their perceptions
  • Developing and maintaining Standard Operating Procedures (SOP's) and quality system documentation.
  • Excellent telephone, video conference and e-mail etiquette is essential.
  • Good skills in Excel & PowerPoint will be an added advantage
Experience Required :

Minimum 6 Years

Vacancy :

2 - 4 Hires

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