Support Manager

SoftwareOne

  • Kwun Tong, Hong Kong
  • Permanent
  • Full-time
  • 1 month ago
Job Description:Why SoftwareOne?Hear firsthand from SoftwareOne APAC leaders as they unveil our exciting business and growth plan, spill the beans on our hiring initiatives, and reveal why joining SoftwareOne is an innovator. Join us now and be part of our incredible journey.The roleThis role under Managed Service Provider (MSP) or annual support contract environment ensures flawless service delivery to clients. They act as the main liaison between the client and the SoftwareOne, coordinating the end-to-end delivery of managed and support services. Key responsibilities include handling service technical resource, supervising service performance, resolving reliability issues, incident management, escalation management, and ensuring services meet client expectations. SDMs track key performance indicators (important metrics) and run budgets to maintain cost efficiency. They also facilitate effective communication and problem resolution, ensuring high levels of customer satisfaction.Main responsibilities include the following:
  • Be the main point of contact for clients, ensuring their needs and expectations are met.
  • Be responsible for the performance of services to ensure they meet agreed-upon standards and substantial metrics.
  • Take ownership of critical incidents, coordinate resolution efforts, and conduct post-incident reviews.
  • Implement and maintain service delivery processes to improve efficiency and effectiveness.
  • Work closely with internal teams to ensure flawless service delivery and resolve any issues.
  • Generate and present reports on service performance, incidents, and improvements to team members.
  • Ensure high levels of customer satisfaction by addressing concerns and improving service quality
What we need to see from youThe candidate should possess as much as possible of the following skills
  • 5 years of related experience
  • Experience on supporting Azure, AWS environments
  • Experience on incident and escalation management
  • Experience on upselling services to customers
Desirable Technical Skills & CertificationsAny combination of the following certifications
  • ITIL
  • Azure Fundamentals
  • AWS Cloud Practitioner
Job FunctionSoftware & Cloud

SoftwareOne