Regional Escalation Manager (REM)

For one of the leading product development company based out of Bangalore

Regional Escalation Manager (REM)

The REM is a highly challenging and visible role focused on improving customer satisfaction with escalated incidents. This individual will act as VMware’s ambassador to the customer and as the customer's  advocate within VMware; Engage and help drive escalated issues by coordinating the correct resources both internally and externally to interface with Senior Management, Engineering, Sales and Customers to resolve business and technical issues on all products and services.

Responsibilities:

• Act as the primary interface for local escalation management with regards to customer escalations.
• Prioritize & drive escalations with Continuing Product Development (CPD) to ensure visibility, traction and ultimate closure.
• Ensure the customer’s voice is heard throughout the escalation process.
• Set correct expectations and drive relief and resolution through effective communication.
• Monitor customer Problem Reports (PR’s) and work with the Global Escalation Manager and engineering to ensure appropriate resources have been allocated and the SR’s/PR’s are being actively handled in an appropriate manner.
• Provide regular regional status updates for all escalated Service Requests.
• Identify, trend, document escalation trends & collaborate with the Product Support Engineering organization on product defects and trends.
• Collaborate with the infrastructure functions required in escalations management.
• Analyze escalation performance metrics.
• Collaborate with the Global Escalation Manager and other REM’s to ensure process alignment and best practice refinement.
• Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams.
• Create and maintain lines of communication with field teams (SE, Sales, and TAMs).
• Travel to customer sites and VMware offices as required.
• Take an active role on escalated critical customer issues as may be required.

Skills & Requirements:

• Experience: 7 – 14 years
• Customer Focus
• Display a strong sense of urgency
• Strong written, verbal communication and presentation skills
• Ability to drive escalations through defined process to resolution
• 5-7 years in technical support preferably of a software product, and ideally an enterprise software product
• Strong negotiation skills
• Strong conflict management skills
• Demonstrated experience influencing people across functional boundaries
• Demonstrated effectiveness working with global or international operations
• Ability to work effectively in high stress situations
• BS Computer Science or equivalent

Reporting to: Senior Manager

If interested, then pl send across your updated CV to s.saloni@addwiser.biz

 

 

 

Test Lead

REQUIRED

·         At least 7+ years of manual testing experience

·         At least 2 years as a test lead or senior test analyst

·         Must have worked on Payment Systems like SWIFT or ACCORD. OR exposure to Reference Data, Corporate Actions, Capital Market domain like Equities, Derivates, Securities Lending/ Investment Banking domain)

·         Must be hands-on in database testing on SQL Server.  Must have worked on writing complex SQL queries like joins, orderby, groupby and simple queries like Insert, Update, Select, Delete.

·         Strong experience of business domains worked.

·         Experience in designing and execution of test cases and test strategies

·         Experience in automation testing and scripting.

·         Initial software development experience

BIG PLUS

·         Knowledge of banking systems

·         Experience in automated testing using tools

NICE TO HAVE

·         Knowledge of scripting languages, e.g.: PERL, Tcl/Tk

·         Understanding of bug tracking model / tools

·         Understanding of Software Development Life Cycle

·         Understanding of test metrics

·         Experience in testing client/server applications

·         Experience in testing web based applications

·         Experience in testing GUI based applications

·         Knowledge of Windows NT and Unix (preferably Solaris)

·         Knowledge of UML, XML, Java

·         Knowledge of Oracle, MS SQL, Sybase databases

·         Experience in CMM or ISO standards

GENERAL

·         Team player

·         Ability to lead a team of test analysts

·         Excellent written and verbal communication skills

·         Ability to work independently

Java Developer

REQUIRED:

·         Must have worked in OOPS (Object Oriented Programming) and Multithreading/ Multithreads in projects.

·         Bachelors or higher degree or equivalent in computer science

·         At least 3-6 years of core Java and J2EE programming experience.

·         Strong on HLD/ LLD (High Level/ Low Level Design).

·         Understanding of Design Patterns (J2EE & GoF), not only on Factory and Singleton (as these are very basic design patterns), but others as well.

·         Experience in frameworks like Spring, Struts, Web2.0 technologies (GWT/SmartGwt 2.x, ExtJS etc.)

·         Experience of building new applications and working on integration solutions

·         Experience of building large complex applications

·         Contributing at both a design and a development level

·         Database knowledge of Oracle, MS SQL Server

·         Experience of UML, JUnit

BIG PLUS

·         Experience of using one of the following application servers: Tomcat, Jboss, WebSphere, WebLogic

·         Experience of using Active MQ, IBM MQ

·         Performance & Tuning of J2EE application

NICE TO HAVE

·         Experience of programming in Web Services

·         Understanding of SOAP

·         Understanding of SSO, SSL

Team Manager

For on the Leading product based organization based out of Bangalore

The Role

This position is responsible for supervising and enhancing the performance of a team of Support Engineers, including the areas of customer satisfaction, technical expertise, and timeliness of support delivery.

The Team Manager will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability. 

Responsibilities:

The Team Manager will interact with customers with regards to case progress and handle politically hot or dissatisfied customers. The person will be responsible for achieving a high level of customer satisfaction at both the team and organizational level.

The Team Manager will lead, schedule, coordinate, meetings, and projects relevant to the team and unit; as well as address daily issues that affect support at the team and the unit levels. The person will lead and interact about support issues on a cross-site and/or cross-unit basis, as well as conduct employee performance reviews/evaluations, besides conducting regular career planning sessions with employees. 

Candidates Profile

• At least 2-3 years of experience of leading teams/ managing team performance with strong focus on customer service and having overall experience of 7-14 years in similar industry
• Strong Customer handling skills
• Knowledge of Microsoft technologies or relevant programming languages.
• Advanced communication and problem solving skills
• Should have worked in a global environment
• Knowledge of Quality initiatives such as COPC or Six Sigma would be desirable

Critical Exposure areas:

• Manage & develop a team of Support Engineers to deliver the highest level of customer satisfaction to customers
• Assist teams in training and development as well as technical coaching and mentoring.
• Interact with customers on a regular basis to enhance customer experience
• Drive and implement changes to develop people and take accountability of daily issues that affect service delivery. 
• Manage Metrics and ensure process adherence

Reporting to: Group Manager 

Looking for Female leaders

The position requires working in NIGHT SHIFTS and provides VOICE-BASED SUPPORT

 

Pl revert to s.saloni@addwiser.biz at the earliest for any queries.