CRM Support Lead

Key Responsibility:

• Managing the Production Application Support/AMS for multiple application.
• Managing support team of 20+ people.
• Managing Business stakeholder, Dealers/Customers for their support tickets, queries and concerns.
• Monitoring, tracking and publishing reports/dashboard on the support activities and tickets.
• Managing support team roaster.
• Regular communication and updates to the leadership.
• Driving process improvements to provide efficient production support and support tickets management.
• Managing and reviewing the documentations like FAQs, knowledge articles etc. for effective and efficient tickets resolution.

• Total experience: 8-10 years.
• Production Support/AMS Management: At least 4 years of experience managing Production application support/AMS teams (more than 20 people) for multiple systems.
• Domain Expertise: Experience and understanding of the Manufacturing/Automotive domain.
• Dealer Management Systems: Understanding and experience working with Dealer management related systems.
• Aftermarket Sales and Service: Experience in aftermarket sales and service related processes.
• CRM and Salesforce: Understanding and experience with CRM and Salesforce applications.
• Production Issue Management: Experience in monitoring and troubleshooting production issues for various systems and applications.
• Cross-functional Collaboration: Ability to collaborate with cross-functional teams to identify and resolve production issues.
• Process Improvement: Experience in implementing and maintaining processes and procedures to improve production support.
• Problem-solving and Communication: Excellent problem-solving, analytical, and communication skills.
• ITIL Processes: Understanding of ITIL processes and procedures.
• Mentoring: Provide mentoring and share expertise with L1 and L2 teams to improve technical troubleshooting skills and process adherence.
• Proactive Monitoring: Proactively monitor the health of production systems, identifying potential issues before user impact.
• Complex Systems Management: Experience working on and managing complex systems (complex implementations, integrations, and customizations).

• College, university, or equivalent degree in Computer Science, Information Technology, Business, or related subject, or relevant equivalent experience required.
• This position may require licensing for compliance with export controls or sanctions regulations.

• Balances stakeholders: Anticipating and balancing the needs of multiple stakeholders.
• Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Strategic mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Business Analysis Planning: Identifying activities needed to conduct business analysis considering the five business aspects.
• Requirements Analysis: Evaluating relationships and interdependencies between requirements to determine feasibility and prioritization.
• Requirements Elicitation: Discovering and documenting functional and non-functional requirements.
• Solution Assessment and Validation: Assessing proposed solutions to determine if they deliver the desired business outcome.
• Solution Design: Creating and defining the solution design using industry standards and tools.
• Solution Functional Fit Analysis: Composing and decomposing a system into its component parts to meet business, technical, security, governance, and compliance requirements.
• Solution Validation Testing: Validating configuration item changes or solutions to ensure they work as designed.
• Project Issue and Risk Management: Managing the process to identify, assess, and prioritize issues and risks.
• Values differences: Recognizing the value that different perspectives and cultures bring to an organization.
• Business Need Definition: Defining the business outcome that the proposed work will provide.