Beschreibung
Job Description:
- The Technical Lead/Manager will provide ticket Queue management oversight of applications and maintenance for large scale, multi-channel, Technical Application Support Pool.
- The Technical Lead/Manager will interface with multiple stakeholders, including the client-side systems project manager and subcontractors.
- Build formal and informal client relationships, Analyze feedback, Provide inputs to continuous improvement plans and track the actionizing, Regular review of engagement feedback and take corrective actions in order to achieve High Customer Satisfaction.
- Fluency in German language Experience in end-to-end implementation/maintenance of BI projects.
- Experience in AMS projects ITIL implementation experience and certification is desirable.
Responsibilities:
Provide support to users in line with agreed SLA's and according to best practices on incident and problem management
Take ownership for the Service Transition of releases into production
Manage continuous process improvement
Interact regularly with client management to set and manage expectations aligned to group capabilities and work to deepen existing relationships
Develop and communicate strategic and operational goals and plan for the team
Own resourcing strategy for the team and help in resource allocation across the project. Invest time and effort to develop talent
Anticipate business demands and undertake initiatives to develop site capabilities aligned to the business requirements
Collaborate with business teams to understand the challenges and innovatively come up with solutions to meet their requirements
Maintain, modify, optimize and extend existing reporting solutions as a part of support and performance optimization projects