Technical Support Manager

As a member of the Product Implementation Team, the Technical Support manager is expected to manage multiple projects and ensure the seamless, on-time delivery of the applications.
Primary Responsibilities
1. Should have a detailed understanding on the scope of the project and should effectively manage the same
2. Should work cohesively with the Business Analysts, Project Managers, Product and Customer - Application and Infrastructure Teams
3. Should lead and manage the Post-Implementation Support team and provide Technical support to ensure smooth operations and user adoption, including issue resolution and ongoing maintenance and updates
4. Release Management - Should be able to plan and execute Product Release Upgrades
Develop detailed implementation plans, including timelines, milestones, and resource allocation
5. Set up the product based on client specifications, including data mapping, custom integrations, and user access management.
6. Troubleshoot technical issues during implementation and provide ongoing support to address post-implementation queries.
7. Monitor project progress against the implementation plan, identify potential risks, and proactively address any issues to ensure timely delivery
8. Maintain open communication with key stakeholders at the client organization, including project sponsors, end-users, and technical teams.
9. Conduct post-implementation reviews to assess client satisfaction and identify opportunities for further optimization.
10. Should be able to lead and mentor the Implementation team
Ensure engineering best practices are followed all the way through

1. Worked on Java and related technologies as developer / technical lead role for minimum of 5-8 years
2. Prior experience in Product Implementation preferably in BFSI or Lending Domain
3. Hands-on experience of Java development. Should be able to code and review team members work as and when needed.
4. Should be able to suggest technical changes and challenge / validate the solution proposed by the technical team.
5. Experience in handling projects in one or more cloud platforms. Should have executed one full project implementation in one of the cloud platforms
6. Should have experience in handling projects using both Agile and Waterfall Methodologies
7. Should be an excellent team player with very good communication and collaboration skills
8. Expertise in Client / Stakeholder Management, with excellent negotiation skills
9. Basic DevOps knowledge
Team management skills
10. Good communication skills
Stakeholder management - as candidate will be deployed at client location
11. Ability to learn new system quickly