Job Description

B.Tech/B.E/M.Tech/MCA or Equivalent degree from an accredited educational institution in Information Technology
Overall 10+ years of technical experience in project management & maintenance support, with at least last 5 years as maintenance support lead for medium to large scale system integration projects in information systems
Experience working in Tier 1 MNC System Integration companies
Strong knowledge of standard hardware & software configurations, Storage and Computing
Must demonstrate sharp acumen to understand the contract conditions, SLAs and business of the customer
Hands-on experience providing end-user support in a high availability, mission critical support operation. 
Strong understanding of Customer Support and Helpdesk Best Practices (ITIL certification preferred)
Must have a knack and experience of managing customer relationships
Must have experience of managing sub-contractors for support services
Must have experience of managing suppliers (both internal & external) for IT hardware, software and third party products
Must have a drive for results and to make things happen, be proactive.
Must demonstrate curiosity, versatility, dynamism, great autonomy and a good relationship with teams and hierarchy
Creative, self-motivated, problem-solving skills (thinks outside of the box)
Strong communication & collaboration skills in a multi-cultural international environment and teamwork skills. Good English, Hindi, Marathi communication skills (verbal, reading, writing).
Strong customer relationship skills to deal with customer and other stakeholders regarding support issues with authority

Tools:
Support ticket tracking tool & dashboard: in progress tickets
SAP & dashboard: costs monitoring
EPM: workload planning
MS tools (Word, Powerpoint, Excel, Project etc)

Complementary Qualifications (Plus to have)
PMP certified professional
HDI Support Centre Manager certification
ITIL certification

Job Type

Role