Assistant Vice President, Technical Support Lead

Genpact

  • Gurgaon, Haryana
  • Permanent
  • Full-time
  • 1 month ago
With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.Welcome to the relentless pursuit of better.Inviting applications for the role of Assistant Vice President, Technical Support LeadResponsibilities· Manage the technical support team, providing line management, mentoring and engagement with other support teams· Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that SLAs are met· Provide internal training, Alongside the Head of Support Services and introduce and maintain effective and efficient ITIL processes for Incident, Problem, Change and Service Improvement· Manage the post validation of releases and changes to the production environment· Ensure that ticket queues are managed effectively & provide technical integration support to clients· Drive service improvements and provide best practice incident management of issues impacting our merchant base through to resolution, including escalation within the business & communication to merchants· Track and triage incidents against problems· Manage and prioritise your workload in accordance with the various response SLAs· Manage team metrics and retention goalsQualifications we seek in you!Minimum qualifications
  • Bachelors/ Master of Technology / MBA
Preferred qualifications
  • Extensive industry experience with technical background and robust hands-on product rollout experience; having worked with multiple scrum teams using Agile
  • Excellent people, interpersonal, and technical skills, and can execute and deliver in a matrix organization.
  • Ability to work with key business partners, architecture and data teams, requirement gathering and solution teams to build a product road map with more focus on building product development road map (design, build, test and deploy)
  • Demonstrable ability to quickly earn the trust of sponsors and key partners; mobilize and empower teams; set direction and approach; resolve conflict; deliver tough messages with patience; execute with limited information and ambiguity
  • Demonstrable ability to build positive relationships across organizations in delivering the best outcome of sophisticated programs.
  • Ability to communicate objectives, plans, status, and results clearly across all levels, focusing on critical few key points.
  • Should have ability to adapt rapidly to changing dynamics of business partner expectations.
  • Validated ability in unearthing issues and leading risks in the program
  • Superb interpersonal skills, including business writing and presentations
  • PMI/ PMP Certification, Agile Certified Practitioner (PMI-ACP®), Certified
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on , , , and .Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Genpact