Job Description

The Managed Services Manager plays an integral role in Managed Services team by managing the Level 1, Level 2 activities of the team. The Manager - Managed Services will be part of a global team responsible for providing 24/7 managed services across IVP Software Solutions to its asset management clients. The TL - Managed Services will manage a team providing time-sensitive product support to users via email, phone, and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management. Responsibilities Define a long term strategic roadmap for providing a world-class white-glove managed services experience to financial services clients based on their tiering Work with onshore and offshore support consultants to provide exemplary coverage that exceeds client expectations. Manage and oversee team(s) executing Managed Services tasks via email, phone, and chat, to both internal and external users. Communicate with resources involved in resolution to ensure incidents are resolved timely, requests are fulfilled, and customer communication is completed. Communicate and collaborate with the US Managed Services teams to ensure both US and India Managed Services teams are unified for all communication with one goal/ one message. Hire and train qualified Managed Services team consultants. Work with support consultants to mentor and train the team to improve their knowledge of the application functionality and underlying technologies. Work with multiple product and development teams to perform RCA, identify and troubleshoot recurring application issues and ensure resolution is applied proactively to all clients. Identify and remove any blockers for the Managed Services team. Facilitate weekly Managed Services meetings to ensure the team is current with processes and to gather user feedback for enhancement requests and deficiencies. Run operational reports to manage ticket progression, identify trends in ticket volumes and types, and provide recommendations for continuous improvements for support services Maintain all application SLAs and respond to users via a ticketing system for incident and request management. Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem-solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude. Build and maintain a white glove client-centric culture. Multi-task and set priorities accordingly to meet and/or exceed expectations. Maintain and protect confidentiality with regard to all aspects of client information. Mentor consultants on proper standards/techniques to improve their accuracy and efficiency. Provide after-hours and on-call support as needed. Perform other duties as assigned Qualifications Bachelor\'s degree in computer science, computer engineering, electrical engineering, or related field Experience in Level 1, Level 2, and Level 3 Managed Services Experience supporting applications on SQL Server and Microsoft technology stack 4+ years experience as a support consultant supporting software applications 4+ years experience as a support manager Must have excellent written and verbal communication skills Must have a high demand for quality Expertise in developing and managing support strategies and processes Experience working with end-users (clients) to resolve their support issues, preferably in banking/investment management / financial services Quick learner and proactive with the ability to work in a dynamic, fast-changing environment Ability to prioritize tasks and flexible to work on multiple assignments Ability to implement support strategies effectively and efficiently Proficient with MS Office suite Ability to work flexible shifts for 24/7 support coverage, including some holidays and weekends Ability to work successfully with onshore and offshore teams Ability to travel as needed (less than 25%

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