Description

The IS (Information Systems) Support Manager oversees the India based team that provides technical support to 74Software users and ensures its information systems run smoothly. Their responsibilities include hiring and managing IS staff, developing support policies, resolving complex technical issues, and ensuring high-quality service delivery to internal customers across the entire company. This role requires a blend of technical knowledge and strong management, communication, and problem-solving skills.

Key responsibilities

1. Team and staff management: Hiring, training, and coaching support staff, setting team goals, and evaluating performance.
2. Service and system management: Overseeing daily operations, managing the support ticket queue, and coordinating with other departments.
3. Technical oversight: Ensuring the smooth operation of computer systems, resolving network problems, and monitoring inventory.
4. Policy and procedure development: Designing and implementing support policies and procedures to ensure consistent and efficient service.
5. Customer and user support: Handling escalating customer issues, coordinating user training, and providing feedback to improve customer experience.
6. Reporting and analysis: Tracking service quality, generating reports on system issues, and analyzing customer feedback to make strategic recommendations. 

Total Experience Expected: 12-18 years

Qualifications

1. Systems and Platforms: Working knowledge of Workday Financials, Workday HCM, and Salesforce. Ability to troubleshoot data integration issues.
2. Technical expertise: Knowledge of computer science fundamentals, ITIL (Information Technology Infrastructure Library) principles, and specific support tools.
3. Leadership and management: Ability to hire a high performing staff, motivate teams, resolve conflicts, and manage resources effectively.
4. Communication: Strong verbal and written communication skills for interactions with staff and customers.
5. Problem-solving: Excellent ability to diagnose and solve complex technical and customer-related problems.

Additional Information

Secondary Location: Noida Campus

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.

Company Description

SBS is a global financial technology company that’s helping banks and the financial services industry to reimagine how to operate in an increasingly digital world. SBS is a trusted partner of more than 1,500 financial institutions and large-scale lenders in 80 countries worldwide, including Santander, Societé Generale, KCB Bank, Kensington Mortgages, Mercedes-Benz, and Toyota FS. Its cloud platform offers clients a composable architecture to digitize operations, ranging from banking, lending, compliance, to payments, and consumer and asset finance. With 3,400 employees in 50 offices, SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia’s Universe: Digital Banking Platforms.