The Support Head is a senior leadership position reporting into the Chief Operating Officer. This role provides leadership and direction for the various teams in the support delivery chain. He/she is responsible for the operational outcomes including the Support delivery, service excellence, SLA performance, defect preventions, service culture, service automation. He/She is responsible for the day to day service operations which involve human resource management, talent development, service design, evolution, quality and delivery. This role must identify issues in service / delivery chain and provide short term and long term solutions, drive operational efficiencies through productivity and quality improvements. This role must provide scalable support systems and prepare the teams, service offerings, infrastructure to scale for the next 3-5 years as per directions from CEO, COO.
This role must strive to improve brand image, customer relationships, support implementation and product management teams.
This role will OWN the services for the assigned products / platforms and drive the evolution of the same and align with implementation teams / engineering teams / other internal teams.
o Progressive career experience as a senior executive in a large software house
o Strong experience on product service management preferably banking products
o Sound knowledge on service design, providing 24 x 7 support, release management, change control, solution architecture, deployment architecture
o Well versed in Engineering / Software Product Delivery with focus on software engineering, design implementation, software performance engineering
o Experience of running large service organization for providing software support services
o Experience in implementing large software programs / projects
o Managing large delivery teams and experience to build scale
o Minimum 15+ experience in software products / services
o Very good knowledge on IT Infrastructure, allied services including software quality assurance, software testing
o Deep knowledge on running operations in a software industry - including managing human capital, IP capital, customer capital, financial capital
o Good people management skills / talent development
o Good grasp of various technologies and its usage
o Drive Service design and defect prevention council;
o Nurture innovation / service culture / automation & Design Thinking
o Root cause analysis of product issues / defect preventions
o Knowledge and usage of different development methodologies