Support Manager

We enable financial institutions to become digital leaders.

As a professional team of global scale, we work with best clients for great and exciting projects, in an environment where we learn amazing things every day. Each code, each voice, each contribution, each challenge, each success is celebrated here.
We welcome candidates who share our values, have the skills and are passionate to enjoy our journey to build the digital future of finance, together.

About the job:

We are looking forSupport Manager, experienced in providing post implementation support for software solutions in financial institutions. Ideal candidates have multiple project experience along withsoftware development experience in banksand with more than 8 years of experience.

What you will be doing:

• Weekly planning with team and monitoring of open tickets
• Monitor and Facilitate team to identify solutions for the open issues
• Maintain customer relationships and increase CSI
• Ensure that support provided is within the agreed SLAs
• Prepare and communicate regular status reports to the clients
• Plan, communicate and execute change requests throughout the support lifecycle
• Guide and review Requirements Documents for change requests
• Identifying and managing the risks, assumptions, issues, and dependencies of the project and communicating through project status reports and project boards
• Support Contracts and SLA management
• Train and groom the support team members
• Deliver Remarkable customer experience
• Engage with customer to address any dissatisfaction and drive corrective actions
• Manage and escalate critical customer issues to bring right level of expertise
• Communicate at all levels among customers, escalation, engineering/development team, service managers about the progress and action plan
• Develop Talent in the team aligning with the business objectives
• Create an innovative, open, and high performing culture in the team
• Drive operational metrics and build process compliance
• Drive Continuous improvement and active participation in initiatives
• Demonstrate ownership. Make timely, thoughtful, and bold decisions

What we are looking for:

• Bachelor’s Degree in IT, Computer Science, or a related field
• Experience in managing Support Teams, supporting software solutions in financial institutions, particularly L2/L3
• CRM and Digital Banking experience will be an add-on
• Complete understanding on Test Management Practices, Test Planning, Test Monitoring, Control and Governance.
• Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience.
• Understand customer requirement
• Ownership and Problem-Solving mindset
• Lead his team along with accountability
• Escalation management
• Performance management
• Customer management

What we are offering:

• Remote Freedom, Your Way: At VeriPark we believe in the power of talent, no matter where it resides. Design your ideal workspace and achieve the perfect work-life balance.
• Rewards Beyond the Job: Enjoy a comprehensive benefits package, including Remote Work Support, Health Insurance, Care Program, and Online Psychological Support. We care you!
• Birthday Leave, Because You Matter: We value your special moments! Take the day off on your birthday and treat yourself.
• Global Impact, Cutting-Edge Tech: Immerse yourself in global projects with top-tier clients and stay ahead with cutting-edge technologies. Your skills will shape the future of our industry.
• Unleash Your Potential: Develop yourself with VeriPark Academy opportunities; webinars, and in-house training sessions.
• Diverse, Vibrant Community: Be part of a dynamic environment that values diversity and inclusivity.
• Together Culture: Even in a remote world, we cultivate connections through engaging face-to-face gatherings as well as online fun events. Special information sharing environment where you can update & align yourself.

About VeriPark:

We are a global technology company with more than two decades of expertise in the Financial Services industry. Our mission is to enable financial institutions to become digital leaders by delivering world class customer journeys in digital and assisted channels. We develop omni-channel delivery, customer engagement (CRM), branch automation and loan origination solutions based on Microsoft technology (Azure, Dynamics 365, Power Platform) for banks and insurance companies worldwide.
With offices in 15 countries from North Americover Europe and the Middle East to Kuala Lumpur, our 900+ colleagues are serving customers in more than 30 countries worldwide.
If you like value growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!