Support Manager
- Compensation
- Not disclosed
- Location
- Turkey
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 8+ years
- Category
- Support
- Posted
Skills
Must have
- Experience in managing Support Teams, supporting software solutions in financial institutions, particularly L3-software release support
- Bachelor’s Degree in IT, Computer Science, or a related field
- CRM and Digital Banking experience will be an add-on
- Complete understanding on Test Management Practices, Test Planning, Test Monitoring, Control and Governance.
- Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience.
- Understand customer requirement
- Ownership and Problem-Solving mindset
- Lead his team along with accountability
- Escalation management
- Performance management
- Customer management
Full description
We enable financial institutions to become AI-first digital leaders.
As a professional team of global scale, we work with best clients for great and exciting projects, in an environment where we learn amazing things every day. Each code, each voice, each contribution, each challenge, each success is celebrated here.
We welcome candidates who share our values, have the skills and are **passionate to enjoy our journey to build the digital future of finance, together.
About The Job:**
We are looking for Support Manager, experienced in providing post implementation support for software solutions in financial institutions. Ideal candidates have multiple project experience along with software development experience in banks and with more than 8 years of experience.
What you will be doing:
- Weekly planning with team and monitoring of open tickets
- Monitor and Facilitate team to identify solutions for the open issues
- Maintain customer relationships and increase CSI
- Ensure that support provided is within the agreed SLAs
- Prepare and communicate regular status reports to the clients
- Plan, communicate and execute change requests throughout the support lifecycle
- Guide and review Requirements Documents for change requests
- Identifying and managing the risks, assumptions, issues, and dependencies of the project and communicating through project status reports and project boards
- Support Contracts and SLA management
- Train and groom the support team members
- Deliver Remarkable customer experience
- Engage with customer to address any dissatisfaction and drive corrective actions
- Manage and escalate critical customer issues to bring right level of expertise
- Communicate at all levels among customers, escalation, engineering/development team, service managers about the progress and action plan
- Develop Talent in the team aligning with the business objectives
- Create an innovative, open, and high performing culture in the team
- Drive operational metrics and build process compliance
- Drive Continuous improvement and active participation in initiatives
- Demonstrate ownership. Make timely, thoughtful, and bold decisions
What we are looking for:
- Experience in managing Support Teams, supporting software solutions in financial institutions, particularly L3-software release support
- Bachelor’s Degree in IT, Computer Science, or a related field
- CRM and Digital Banking experience will be an add-on
- Complete understanding on Test Management Practices, Test Planning, Test Monitoring, Control and Governance.