IT Product Support Manager
Location
Secunderabad | India
Job description
231066W-01
Description Job Description Position : IT Product Support Manager
Location : Hyderabad, India
About Us Who are we, and what we do Drives to industry standard ITSM practices and metrics, prioritizing work where support quality and satisfaction need to be improve or have challenges.
- Monitors IT Products and Services: Regularly review metrics and health dashboards to assess availability and productivity of the products supported; proactively identifies services and service levels to manage expectations of Business partners, BTS leaders and product teams.
What are a IPSM's skills and behaviors - Business IQ: growing knowledge and understanding of product portfolio' business partners and how they fit within Corteva overall; proactively seek where servicesupport challenges may exist and seek to avoid and improve
- Technology IQ: growing knowledge and understanding of the products and services within service portfolio; participate in industry peer groups to understand industry trends and opportunities
- Owning the result : Driving & achieving Operational Excellence, managing the vendors to deliver the services as expected
- Develop Talent: Working as a servant leader for Support Experts and helping them be successful, creating a culture that emphasizes ongoing learning and development, celebrating change and reinforces its value to the organization, championing inclusion, diversity, and equity
- Powerful communications: conveying intention for mutual understanding of risk and reward
- Stays Curious: Deep understanding of Corteva strategic/operational challenges and determines how to meet current and emerging support needs
What are a IPSM's Primary Responsibilities - Create and implement Support Strategy to increase productivity, efficiency, quality and overall client experience & satisfaction on the products supported
- Standardize the support processes against ITIL framework and adopt the best practices
- Involve and influence product development on strategy & design from support perspective
- Lead planning for the support processes & resources for new products being developed including tools, processes, and resources
- Provide insight and measure reports on IT service performance and drive for the continuous improvement
- Ensure team timely updating the configurations of products in the designated IT asset management database
- Provide guidance, mentorship, motivate and direct team members
- Establish relationships with key business partners to ensure business needs are met
- Responsible for communications and interfacing with stakeholders impacted, or potentially impacted by service disruption
- Vendor management – Drive vendor partners to continuously improve support outcomes for Corteva business users
- Establish, recommend, and implement policies to ensure quality, timely and efficient design of customer-oriented services
- Examine potential areas for service & product improvement and raise proposals to the BTS leaders and product teams
Qualifications Requirements - Bachelor or Master degree in Computer Science, Information Technology, Business Administration, or related field
- Minimum of 10 years experience in managing IT application support & working in a Managed Service environment
- Proven track record to lead the global support team and deliver the Operational Excellence
- Strong customer focus and service oriented mindset
- Rich experience in ITLT process, ITLT or Service management certificate is plus
- People management experience and leadership capability
- Strong organizational skills, communication skills and interpersonal skills with management and working teams in professional manner
- Broad knowledge in various technologies like programming, database, clouding, web etc.
- Vendor management experience and skills on Application services
- Manage support budget and financials
- Proficiency in English (oral, writing, presenting)
- Previous software development experience is preferred
Experience to manage and work with people from diversified culture and background from different regions &
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