Summary
Date Posted: Friday, September 17, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
Summary of Role
This role is responsible for setting the vision and strategy for the support service management, ensuring processes are owned and maturing. Lead a team ensuring adequate resources and capacity. Represents the support management function at a senior level and act as an escalation point for support stakeholders.

Roles and Responsibilities
Support Roles.
• Responsible for setting the vision and strategy for support service management, ensuring processes are owned and maturing.
• Lead a support team ensuring adequate resources and capacity.
• Represent the support management function at a senior level and act as an escalation point for support stakeholders.
• Is responsible for the quality of support services, adherence to the SLA contracts for all clients and the profitability of the support function within the organization.
• Managing, growing and empowering the support leads
• Understand and monitor the clients SLA by tracking delivery timelines
• Ensure the support team is maintaining weekly support goals and carrying out regular retrospectives
• Understand and monitor Turnkey Help Desk KPI’s i.e. Response time, Number of tickets, Items greater than 90 days, number of open tickets with no Jira ticket, SLA tagging, Number of issues per client.
• Responsible for setting and monitoring support metrics namely productivity, performance, quality and self service metrics
• Training the support consultants team on the support methodology
• Ensure alignment Meetings between product and support are happening
• Monthly resource planning
• Ensure the support team is trained on Change request process and documentation
• Carry out customer survey in liaison with the Marketing team
Customer success
• Work closely with the product team to proactively ensure the client is compliant with new regulations
• Work closely with the product and engineering team to ensure fast turnaround on client's driven innovation
• Driving usability of product by carrying out of usability surveys, training and recommending the adoption of new features in the product
• Work closely with the product team and engineering to stabilize problematic areas of the product
• Create a training service for the company
HR Roles.
• Take the lead and be responsible for self-development and growth.
• Evaluate team members and ensure the provision of continuous development and growth through coaching and mentorship
• Take part in the performance management process, whose framework entails one on ones, 360 feedback degrees, surveys, formal sessions weekly meetings and retrospectives.
• Fosters a culture of creativity
• Participates in creating personal development plan.
• In charge of the capacity planning for the support team, managing the budgets and costs against revenue.
• As the responsible for the quality of the support function, analyze, identify, plan and route for the requisite training and development program for the teams.
Other Roles.
• As part of a team based structure that is focused on delivering value to the customer through an agile approach, take part in team activities that would rely on your expertise to delivering value and ensure team and personal growth.
• Hold in an acting capacity for absent colleagues when called upon and as part of career growth and development.

Behavioral Competencies.
Values team success over individual success (Team work & Communication)
• Focused as much on tribe-wide, tech-wide or company-wide issues as on their own work
• Work actively on company-level priorities and initiatives that are beyond their official roles
Continuously improves (self and team) Curiosity & Passion)
• Supports other people in the tribe and company in their domain. Actively works to “level-up” the company in their domain
• May be involved in industry-wide initiatives or partner actively with outside corporate, research, open source or academic groups on Turnkey areas or general industry areas
• Involved in Tech-wide and company-wide improvement projects beyond their official role.
Holds themselves and others accountable (Professionalism & Passion)
• Will Road Manage company-level or Tech-level projects
• May lead a guild or multiple guilds in their areas
• May own leadership for an entire area across multiple tribes
• Will actively work with Tech or company leadership to drive a solution when they see a broader issue, including possibly taking on the RM role
• Will take responsibility for working with teams and driving a solution when they see challenges anywhere in Tech
• Actively takes accountability for tech improvement efforts
Thinks about business impact.
• Collaborates across functions including areas outside Tech
• Actively engaged and following the industry at large
• Can be a representative for Technology in company-level discussions
• Helps guide their tribe on business impact and mentors’ squads/tribe on decisions and their relationships to the business

Skills & Qualifications.
• Able to demonstrate the ability to undertake the above responsibilities
• Legally able to work in the country in which the position is based
• Experienced delivery/support Management professional
• Experience in managing systems and applications including TQ and added advantage.
• Excellent written and verbal communication skills
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility.
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Able to manage and priorities and tasks and time efficiently
• Able to demonstrate initiative and a proactive approach to daily tasks

Technical Competencies
• Plans Support approach, process and deliverables
• Manages Stakeholders Expectation
• Manages Support Issues & Risks
• Manages Support Team
• Controls Product Support Scope
• Understands business solution Support

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

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Job application procedure
Call for application closes on 25th September 2021
Please click here to apply.

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