CRM Support Lead

Job Summary:

Partners with business functions to define, determine, analyze, document, and communicate the objectives, business requirements, and priorities for information systems and solutions. Works with application and technical experts on the solution design, implementation, support, maintenance, and enhancement of the information systems.

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.

Skills and Experience:

• 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).