Application / Customer Support Manager

Job Functions:
• Main point person for any client concerns in the project.
• Manage the delivery / timeline of the fixes.
• Maintains / Builds good relationship with client.
• Pro-actively provides status report to client and to management.
• Acts as a go-to expert for escalated client calls and keep abreast with product and process updates and / or changes that affect customer
service.
• Accountable for the team’s day-to-day activities and the achievement of established service promises at the individual and at the team
level.
• Establish and document the operational process for the Customer Support.

Job Requirements:
• Candidate must possess at least a Bachelor’s Degree in Computer Science
• Must have extensive experience in Application Development, Application Support, and Client / Project Management
• Must have ITIL V3 and/or V4 certification
• Experience working in Financial Services / Banking Institutions is an advantage
• Must have excellent English communication skills both in speaking and writing
• Has the ability to multi-task and perform duties with high accuracy and strong degree of urgency
• Proven ability to work in fast paced dynamic environments where decisions are made without compromising on client’s experience and
financial losses