Senior Support Manager- SD

at  TOSSEX PTE LTD

Context of the role:
Reporting to the Support Director, the Support Manager is responsible for executing day-to-day onboarding and
support of clients.
Key Responsibilities:

Define Company Procedures

• Own the support and incident management procedures in line with industry standards (ITIL etc)

Onboard Customers

• Complete the onboarding journey including, education, training, technical set-up, invoicing setup, etc
• Provide white glove support during key phases after Go Live to ensure a high customer experience.
• Working with the sales team, continually adapt and improve the onboarding process to maximise

customer satisfaction.

Operate the Support Desk

• Implement and oversee a 24*7 global support desk and team to resolve client issues.
• Support application troubleshooting and liaise with 3rd party solution development and hosting

providers to resolve issues.

• Collect client input on access and usage of platform features and issues to pre-empt issues and steer

development team.

• Work with your team to allocate shifts to meet SLAs
• Work with product teams to review upcoming changes and assess customer impact.

Own SLAs Customer Satisfaction

• Measure and track support SLAs and customer satisfaction
• Be empowered to drive change throughout the organisation to achieve defined goals.

Job requirements

• Minimum of 3 years in technology/software service management managing a team
• Strong technical skills (Java, Sprint, React, Azure, SQL Server)
• Individual with strong problem-solving skills and excellent customer service
• Proven ownership of processes and team management to meet SLAs
• Hands-on experience in technical support and incident management with any certifications a plus (eg

Please refer the Job description for details