• Lead and manage a team of technical support representatives, including providing guidance, mentorship, training and performance management.
• Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.
• Monitor and analyse support metrics(SLA) by implementing central CRM dashboard to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
• Collaborate with cross-functional teams, such as stakeholders, partners, vendors, users and customers, to ensure effective communication and timely resolution of user issues.
• Attach actively to Enterprise Application’s Product development team in design & UAT stage to ensure the successful implementation & operational plan designing.
• Stay updated with the latest Enterprise Portfolio of MF and different technology modes to ensure the team & partners remain acquainted and competent in providing technical support.
• Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
• Prepare and share reports on team performance, key metrics, and customer feedback with senior management to ensure continuous improvement.
• Maintain incident & risk register, mitigation plan with solution for vendor or partner and ensure the resolution with proper RCA collaborating with project managers.
• Serve as a focal resource for managing complex customer issues and provide guidance and support to the team in resolving queries/issues.

SAFEGUARDING RESPONSIBILITIES

• Ensure the safety of team members from harm, abuse, neglect, harassment, and exploitation to achieve the program’s goals of safeguarding implementation. Act as a key source of support, guidance, and expertise on safeguarding for establishing a safe working environment.
• Practice, promote, and endorse safeguarding policy issues among team members and ensure the implementation of safeguarding standards in every course of action.
• Follow the safeguarding reporting procedure in case any reportable incident occurs and encourage others to do so.

Additional Job Requirements

• Knowledge of Technical, Business Analysis and Project Management.
• Have skills on Critical Thinking, Analytical and Negotiation.
• Excellent Communication; Leadership and Problem Solving skills.

Educational Requirements

Bachelors/ Masters in any discipline from any recognised university/ institution.

Experience Requirements

Minimum 4 years of working experience. Experience in ICT sector will be given preference.

Benefits

Festival Bonus, Contributory Provident Fund, Gratuity, Performance Bonus, Health and Life Insurance, Maternity/ Paternity Leave and others as per policy.