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    Senior Support Lead/Support Manager - Bengaluru, India - Hays Business Solutions Private Limited

    Hays Business Solutions Private Limited
    Hays Business Solutions Private Limited Bengaluru, India

    2 days ago

    Default job background
    permanent Technology / Internet
    Description

    Behavioural Competencies:

    • Good critical thinking skills
    • Excellent communication skills, both written and verbal
    • Critical thinking
    • Ability to work well under pressure.
    • Good people skills
    • Detail oriented
    • Ability to deliver against customer commitments.
    • Collaborative
    • Ability to prioritise effectively.
    • Ability to assess process effectiveness and implement improvements where appropriate.
    • Commitment to the organisation's values and key outcomes through delivery of their responsibilities

    Desirable Competencies:

    • Good knowledge of Software Development Life Cycle
    • Functional experience with PeopleSoft HCM, ELM, CRM and EP (Finance)
    • Proficient in any Ticket Management Tool
    • Business experience on ERP Applications (PeopleSoft), OAS Systems, RPA, SharePoint
    • Understanding of basic SQL Report/query.
    • Technical aptitude for automation
    • ITIL V4 or above
    • Proficient in using MS Excel/Word/Visio and PowerPoint
    • Good Documentation, Analytical, Reporting & Presentation skills.

    Key Accountabilities:

    • Supervising daytoday operations in the Support and Monitoring team
    • Responding to business issues in a timely manner.
    • Driving effective customer service procedures, policies, and standards within the team.
    • Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
    • Maintaining accurate records and documenting all customer service activities and discussions.
    • Assessing service statistics and preparing detailed reports on your findings.
    • Staying informed on the latest industry techniques and methods.
    • Communication of Status and SLA's and Setting Expectations with business users and for every incident/request or change made.
    • Escalating effectively making sure that there are no breaches in SLA.

    Reporting :

    • Metrics of open/closed cases weekly
    • Aging of Incidences
    • Categorization of Incidences.
    • Any trends/patterns.
    • Look for pattern and trends on the issues logged, report to UK Senior Support manager and then address with relevant teams.
    • Identify manual processes and share initiatives to automate those Manual Processes

    Minimum Education and Experience:

    • Minimum of 5 years of experience in production support.
    • Bachelor's degree in computer science or equivalent)
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