Customer Support Manager

The candidate will be assigned as a manager to a project under Maintenance Agreement.

• Will be the main point person for any client concerns in the project
• Manage the delivery / time line of the fixes.  Maintains / Builds good relationship with client
• Pro-actively provides status report to client and to SXI management
• Acts as a go-to expert for escalated clients calls and keep abreast with product and process updates and / or changes that affect customer service
• Is accountable for the team’s day-to-day activities and the achievement of established service promises at the individual and at the team level
• Will establish & document the operational process for the Customer Support

• Candidate must possess at least a Bachelor’s degree in Computer Science
• Has project management experience minimum of 3 years
• Has application production support experience minimum of 3 years
• Exceptional analytical and problem solving skills
• Preferably trained in ITIL Service Management
• Has experience working on production support ticket tools such as Jira Service Management, Service Now, etc.
• Excellent English communication skill both in speaking and writing
• Should have experience or familiarity with deposit, loans and tellering
• Has the ability to multi-task and perform duties with high accuracy and strong degree of urgency
• Proven ability to work in fast paced dynamic environments where decisions are made without compromising on client’s experience and financial losses