General Manager
2 weeks ago
Location: Singapore
Areas of Specialization: Responsible for the effective and efficient management of the Technical & Warranty Support (TWS) department, provisioning the support services post Go-live, as per client SLAs and Company’s internal SOPs, with an overall objective of ensuring client satisfaction
Educational Qualification: Engineering Graduate/ Postgraduate with excellent academic background and ITIL Certification
Other Desirable Qualifications: The incumbent shall be responsible for the effective and efficient management of the Technical & Warranty Support (TWS) department, provisioning the support services post go-live, as per the service agreements and Company’s internal SOPs, with an overall objective of ensuring client satisfaction; Ensure provision of 24x7 Help Desk Support to clients and keep them updated through Company’s Tech Support Portal (TSP) and other channels; Design and implement policies for the efficient functioning of the TWS department; Drive automation projects to enhance the quality and efficiency of services; Efficiently manage the company’s internal Technical Support Portal (TSP); Provide MIS reports to internal teams like Software Development, Project Management, Finance etc., as per requirements
Experience: Minimum 12 - 15 years of experience in technical support or support delivery, with at least 5 years as a senior manager; Excellent communication skills in English (written & oral); Proficiency in ITIL Service Management, MS Office
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