Support Manager - Chennai

#Ramco is Hiring

Job Description

Qualification : BEMBA from reputed Institute |ITIL certificati on Experience : Experience range: 8 to 12 years | Experience in ERP Product Support What skill sets are we looking for

  • Support Management

  • Project Management

  • Understanding of support processes

  • Team handling

  • SLA Management

Your Role and Responsibilities

  • Responsible for managing Production Support for multiple customers

  • Incident Management: Manage compliance to SLAs, expedite resolution of support issues

  • Problem Management: Coordinate with internal teams for RCA and permanent solution to recurring issues

  • Change Management: Identification of scope deviations, costing and management of changes, enhancements, customizations and service requests from customers, Effective delivery at the right cost, quality and time

  • Upgrade Management: Manage the E2E upgrade activity, testing and resolution of upgrade issues

  • Develop and implement structured support processes, manage risks and overall support administration

  • Ensure customer expectations and needs are accurately met and understood

  • Delegate and manage tasks, responsibilities to support team members

  • Attend and chair project support review meetings with customers

  • Monitor billings, invoicing, milestones and support profitability

  • Provide guidance and facilitate communication to internal and external stakeholders for all support activities

Apply Here:

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