Manager, Support Operations - - 11815

General information

Pays

Inde

Région

Telangana

Ville

Hyderabad

Département

Global Support

Identifiant du poste

36514

Description & Requirements

Responsible for managing individual contributors and for providing leadership and direction for a specified support team. Responsibilities include managing overall operations and performance of a support team, managing customer experiences and escalations, and assisting with formulation of strategies and process improvements. This position is accountable for all aspects of support for products, third party products and interfaces that fall within the support scope of a specified product area(s). This position is accountable for achieving and maintaining service levels and customer satisfaction goals as defined in KPIs and customer service level statements. Requires 8 plus years relevant experience and at least 2 plus years of managerial/leadership experience.

Essential Duties:

Lead the team in both the development and achievement of operational goals; coordinating all necessary enablement, education and certification programs.

Drive alignment of all team members adherence to role specific processes and guidelines. In addition, you will execute all talent management programs throughout the year, responsible for the effectiveness of people processes, ensuring people initiatives are completed and monitored (Roles, Responsibilities & Expectations (RREs), compensation reviews, talent reviews etc.)

Understand and execute the PBM journey for all employees by championing our guiding principles to transform our culture proactively tracking, monitoring, and managing all agreed KPIs.

Align all aspects of recruiting/sourcing activities including inbound referrals to interview participation and Infor onboarding activities. You will also be involved in the implementation and execution of all operational plans that impact your team.

Participate with budget management including budget preparation, forecasting and variance reporting.

Provide leadership role in customer situations, keeping both customer and interested parties within the company informed as to on-going status.

Contribute to the maintenance revenue by recommending value-add services, i.e., Education, PSO opportunities, etc, to customer as well as to Account Representatives.

Create, promote and facilitate positive relations with Services and Support partners, customers and all Infor departments.

Monitor overall product quality and supportability for assigned product area and provide feedback to Product Development.

Assess product enhancement and evolution to understand and plan for future required team resources including infrastructure needs.

Manage special projects as assigned by Director, Support Operations

Accountable for development of knowledge base content (quantity and quality) for assigned product area.

Accountable for overall support readiness for Beta and GA initiatives for assigned product area.

Responsible for managing escalated issues and collaborating with other departments, as necessary to expedite resolution. (If applicable, mention “Participate in 24x7 and holiday coverage when needed.”)

If applicable, reference any “Travel to customer sites, as required, to provide training or delivery presentations and/or manage customer crisis situations.”

Basic Qualifications:

Degree in Business Administration/Management, Computer Science or related field or equivalent relevant work experience. 

In-depth working knowledge of department operations, proficiency in prioritizing critical customer issues and identifying training needs of the team. 

Demonstrates high standards of professional behaviour in dealings with customers, colleagues and staff.

Highly advanced inter-personal skills, especially in handling contacts of all types and at all levels.

Has experience managing people and being responsible for performance management and communication to staff.

Has contributed to, and has demonstrable evidence of, employee engagement and motivation.

Has experience of mentoring and is familiar with staff motivation techniques.

Excellent knowledge of customer service practices and procedures. 

Excellent telephone, written and verbal skills.  

Highly organized and confident decision-making skills. 

Adaptable and able to work under pressure. 

Strong conflict resolutions and interested in leading teams.

Experienced in escalation management and negotiating/setting expectations for customers.

General knowledge of relevant software/hardware, technology or design and implementation of business applications.

Proficient PC skills and various tools used to improve team proficiency.

Command of English language preferred to be able to provide oral and written communications that effectively articulate complex ideas.

Preferred Skills:

• Ability to manage multicultural departments.

• Additional languages (verbal and written) are a plus.

À propos d’Infor

Infor est un leader mondial des produits logiciels cloud d’entreprise pour les entreprises de marchés sectoriels. Infor crée des suites industrielles complètes dans le cloud et déploie efficacement une technologie qui place l’expérience utilisateur au premier plan, exploite la science des données et s’intègre facilement dans les systèmes existants. Plus de 60 000 entreprises dans le monde font confiance à Infor pour surmonter les perturbations du marché et réaliser une transformation numérique à l’échelle de l’entreprise.

Pour plus d’informations, visitez www.infor.com

Nos valeurs

Chez Infor, nous visons un environnement fondé sur une philosophie d’entreprise appelée Principle Based Management™ (PBM™) et huit principes directeurs : intégrité, gérance & conformité, transformation, entrepreneuriat fondé sur des principes, connaissance, humilité, respect, réalisation de soi. L’augmentation de la diversité est importante pour refléter nos marchés, nos clients, nos partenaires et les communautés que nous servons aujourd’hui et à l’avenir.

Nous avons un engagement sans relâche envers une culture basée sur PBM. Informé par les principes qui permettent à une société libre et ouverte de s’épanouir, PBM™ prépare les individus à innover, à s’améliorer et à se transformer tout en favorisant une organisation saine et en croissance qui crée de la valeur à long terme pour ses clients et ses partisans et l’épanouissement de ses employés.

Infor souscrit au principe de l’égalité des chances. Nous nous engageons à créer un environnement de travail diversifié et inclusif. Infor ne discrimine pas les candidats ou les employés en raison de leur sexe, de leur race, de leur identité de genre, de leur handicap, de leur âge, de leur orientation sexuelle, de leur religion, de leur origine nationale, de leur statut d’ancien combattant ou de tout autre statut protégé par la loi.

Chez Infor, nous respectons votre vie privée, c’est pourquoi nous avons créé une politique que vous pouvez lire ici.