CRM Support Lead

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).