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Program Manager – Support Delivery

  • Location: Anywhere in India/Remote
  • Time: EMEA Shift Positions
  • Experience Level: 5+ Years

Responsibilities:

  • Managing BAU activities by coordinating with the support team and ensure deliverables are met on daily basis.
  • Ready to work with manager on new initiatives and implement the same for the team.
  • Implement, monitor & track support related metrics including IR, SLA, Escalations etc are followed by the team.
  • Ensure that team members have access to the necessary resources to perform their daily activities.
  • Ensure to get project related documentation done from team as and when required.
  • Monitor whether the Stakeholder communications happen at right time as part of deliveries.
  • Active participation in managing Shift Rosters by coordinating with Shift Leads.
  • Coach team on better communication and delivery management.
  • Working with Senior management to identify sustainable goals for the team.
  • Ensure team is compliant to internal processes.
  • Publish Weekly/Monthly Reports around Support Operations, SLAs, Productivity, Cloud Spend etc.
  • Proactively validate support pipeline and ensure delivery readiness.

Work timings:  

  • EMEA Time Zone (1.00PM IST to 10.00PM IST). Should be Willing to be available on call during weekends and odd hours (Occasional scenarios)

Desired Profile

  • Must have experience in managing high performance 24*7 Support Center in an IT/ITES environment.
  • Must have exceptions customer communication & interpersonal skills.
  • Must have fundamental technical knowledge of cloud computing and related general IT concepts.
  • Self-Starter with a zeal to improvise and optimize operations.
  • Onboarding & Training new team members (including freshers)

How to Apply :

Send out profiles at careers@spektrasystems.com with Subject Line “Resume for Program Manager – Support Delivery”

Note: Please apply if you’re attracted to a dynamic startup environment with a small team, where you’re actively involved in driving business growth and learning new things. Also note that responsibilities and expected skills are subjective to level and years of experience