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Application Support Delivery Manager

Ingeniería  India

This position is intended to manage end-to-end Service Deliveries, Build, and Manage complete Operations of a Support center.

Tasks & Responsibilities:

  • Service Delivery - 2nd line / 3rd line (Level 2/ 3), Operations Support and People Management
  • Design & follow appropriate governance model/plan for SLA compliance
  • Ability to drive cross-functional interaction to ensure successful and timely delivery of high-quality services
  • Define & Implement the required processes to enable the functioning of support centre
  • Support Project Managers, Team Leaders in addressing customer issues effectively
  • Responsible for managing & building a team of application support engineers who will support (2nd line / L2) various enterprise applications
  • Ensure excellence in service delivery to ensure customer satisfaction and minimize down time

Education & Training:

  • BE or MSC or MCA – Electronics/ Telecommunications/Computer Science or equivalent from reputed university
  • MBA or post-graduation preferred
  • PMP / IPMA certification (preferable)
  • ITIL service manager certification preferred

Technical know-how:

Mandatory:

  • Java/ JEE, Web technologies, C/C++
  • Project Management using MS-Project, Clarity

Good to know:

  • Strong people management and conflict resolution skills
  • In-depth exposure to on-call support model, logistics and deliverables viz. 2nd line Service Desk Management, Vendor Management, etc.

Soft Skills:

  • Should ensure excellence in service delivery to ensure customer satisfaction and minimize down time
  • Good understanding of Indian & European cultures and business practices
  • Should have very strong leadership and general management experience in a ITES, preferably experienced in product-oriented organizations

Expected Attributes:

  • Unquestionable, proven integrity and loyalty
  • Structured, systematic, and decisive work attitude
  • Quality conscious
  • Perfect social behavior
  • Proactive
  • Able to work independently with diligence at all levels
  • Initiative and drive for self-learning and self-improvement
  • Good communication skills, must have very good English, fluently written and spoken. German language would be beneficial

Experience:

  • Total: 13-18 years of relevant, experience preferred in Enterprise application support preferably working in banking/ payment/ credit cards domain. Embedded Systems background would be a big plus
  • Relevant: 12-15 yrs, with 5-7 years min experience in Enterprise application support, preferably working in Payment card domain

 

Application:

We welcome your application and look forward to the possibility of you joining us! Send your application by e-mail. Please mention the Job Code in the subject of your email.

 

Human Resources

+91 124 4168-544

careers.india@gi-de.com

 

Job Code

Code: PSC-01