Technical Service Delivery Manager

3 days ago


Islamabad, Islamabad, Pakistan Convo Full time
Support Solutions Consultant Position at Convo

Convo seeks a skilled Support Solutions Consultant to provide functional support in the design, configuration, and troubleshooting of our platform. The ideal candidate will have 5+ years of experience in supporting clients on enterprise software, a bachelor's/master's degree in computer science, Engineering Management, MIS, Accounting, or Business, and relevant CRM, ERP, or related system experience.

Responsibilities
  1. Provide functional support in the design, configuration, and troubleshooting of our platform.
  2. Collaborate with other teams to handle increased support demand or participate in task forces to manage urgent client requirements.
  3. Develop proactive maintenance initiatives based on industry best practices and statistical data trends.
  4. Assist in defining, evaluating, and delivering software fixes, including identification of business-acceptable workarounds.
  5. Collaborate with the Core Product Team to share client feedback and identify application evolutions to address emerging client business needs.
  6. Plan, execute, and coordinate Quality Assurance approaches.
  7. Coordinate release management strategies in agreement with related client policies.
  8. Analyse and interpret statistical data and trends relating to service level and operational efficiency.
  9. Ensure contractual service levels and provisions are handled efficiently.
Qualifications
  • 5+ years of experience in supporting clients on enterprise software.
  • Bachelor's/master's degree in computer science, Engineering Management, MIS, Accounting, or Business.
  • Relevant CRM, ERP, or related system experience.
  • Comfortable working with both waterfall and agile methodologies.
  • Background in FMCG commercial processes such as Trade Promotion Management/Retail Execution/Sales Force Automation is an advantage.
  • Knowledge of data and system integration architectures as well as relational databases and ETL.
  • Ability to perform simple and medium complexity data inquiries onto Microsoft SQL Server database is a significant advantage.
  • Demonstrable experience in software lifecycle and design best practices.
  • Good understanding of Support Service Delivery and Service Level Agreement (SLA) concepts.
  • Client-centric approach, creative thinking, and presentation skills.
  • Excellent listening and interpersonal skills in English.
Why Choose Convo?

At Convo, we believe that every employee deserves a comprehensive compensation package, medical benefits for you and your family, free lunch, bi-annual performance-tied increments, performance recognition awards, and a great lean and agile work culture.

Join us and discover a dynamic team of passionate professionals who are dedicated to making a difference in the world



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