
Technical Service Delivery Manager
3 days ago
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- Provide functional support in the design, configuration, and troubleshooting of our platform.
- Collaborate with other teams to handle increased support demand or participate in task forces to manage urgent client requirements.
- Develop proactive maintenance initiatives based on industry best practices and statistical data trends.
- Assist in defining, evaluating, and delivering software fixes, including identification of business-acceptable workarounds.
- Collaborate with the Core Product Team to share client feedback and identify application evolutions to address emerging client business needs.
- Plan, execute, and coordinate Quality Assurance approaches.
- Coordinate release management strategies in agreement with related client policies.
- Analyse and interpret statistical data and trends relating to service level and operational efficiency.
- Ensure contractual service levels and provisions are handled efficiently.
- 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.
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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