Skandhanshi Infra Projects

Primary responsibilities:-

1. Ensure timely delivery as per the product plan.
2. Track implementations across clients and ensure delivery in coordination with the technology team.
3. Highlight Risks in the project, to ensure everyone understands overall risk.
4. Manage the QA process, to help iterate on the products.
5. Manage project scope and changes. Ensure that the project is within the scope, schedule, budget and quality standards.
6. Coach, the mentor, motivate and supervise the project team. Delegate tasks and responsibilities to appropriate personnel.
7. Keep detailed track of projects and share updates with clients.
8. Manage client expectations for projects. 9.Customer visits.

Skills required:-

1.Should have good knowledge of any technology
2.Good experience in customer management and people management.
3.Full project life cycle ownership: successful project delivery will include full implementation from initiation to deployment for one major or several minor initiatives simultaneously.

1. Experience with enterprise products is desirable
2. Experience in banking and finance domain is a bonus
3. Client facing experience in the role of a project manager.

Desired experience:-

Should have handled small/medium projects in the past.
Prepare product and project plans in coordination with the sales team and tech team.
Should have worked with technical architects and developers and understands the terminology and concepts.
Proven ability to demonstrate a drive for results and accountability of business needs.
Experience of 3-4 years in Project Management
2-3 years in a PMO role
Overall experience of 6-8 years
Preferably from Product Organisations. But not a must.
Experience in preparing and reviewing Project Plans
Understanding of project governance and process compliances
Deep understanding of Project tracking and Risk assessment.
Experience of preparing Project reports, Snapshots, MIS.
Good team player - as he/she will need to work closely with PMs and other internal teams.

Role & Responsibilities

• The successful candidate will be experienced in leading and developing a support team within a product support environment
• This position will oversee the teams active case workload and provide guidance where required with a focus on a high-quality world-class customer experience.
• Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution. Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives
• Assists with the maintenance of and compliance with department policies and procedures
• Identifies team and individual training needs and assist in driving the delivery of these training initiatives
• Mentors and coaches Technical Support Engineers, soft skills, case management, technical skills, etc.
• Participates and leads hiring to get the best available talent

Qualification (Knowledge & Skills)

• 6-8 years of Experience in Production Support. Preferably in the BFSI domain.
• Experience of leading L1 & L2 support resources
• Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data
• Prior experience working for a global IT vendor in a similar role
• Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually
• Experience serving as a customer advocate able to understand and articulate the needs of the client and deliver on those needs
• Ability to keep calm and cool during critical situations and skilled in handling high profile situations with ease
• Must be motivated by challenges, results driven, and able to recommend multiple solutions for a problem
• Strong negotiation and difficult conversation skills for leading critical discussions and setting customer expectations
• Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)
• Proven ability to prioritize workload
• Ability to share constructive feedback; be able to adapt to and embrace change

Requirements

• Three years bachelor regular degree
• Must have a minimum of 6 years of experience in a technical support environment with 1 - 2 years of people management experience
• Understanding of SLA definitions and tracking.
• Understanding of Support metrics
• Excellent in Customer communication and has a natural flavour for Customer Service
• Good people management skills.
• Good understanding of computer systems, mobile devices, and other tech products
• Hands on experience on On-premise & Cloud deployments
• RHEL/CentOS and Debian/Ubuntu
• NodeJS (PM2 is a plus)
• MongoDB and Oracle , RabbitMQ
• Strong understanding of Networking and TCP/UDP protocols
• AWS (Covers S3)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Ability to diagnose and troubleshoot basic technical issues
• Bachelor’s degree in Information Technology, Computer Science or relevant field
• Startup experience is a plus