Head Product Support

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia Careerconnects Full time

J
ob Title:
Head Product Support Banking
Years of Experience: 12 to 15 years
Location: Riyadh KSA

Technical Skills:
Java Spring Struts Hibernate Oracle Javascript REST Services SOAP Services Integrationexperience.

Role Summary:

The selected candidate will collaborate with product management product engineering and operationsorganization to define and implement the product support strategy for Product Innovation andProduct organization.

The candidate will also be responsible for leading teams of application sustainment and product supportengineers and overseeing daytoday product operations across several SaaS products.

What will you do Develop and implement overall 24x7 follow the sun product support strategy including standardoperating procedures best practices KPIs and SLAs Collaborate with Product Management Engineering Customer Success and Enterprise Operationsorganizations on product readiness change management quality and customer satisfaction.

Recruit develop and lead highperforming onshore and offshore teams of technical support andsustainment engineers. Act as a point of contact for customer communication during critical incidents providing updates andensuring transparency. Lead and mentor peers subordinates and department stakeholders in product support best practicesand support processes for SaaS products. Establish and maintain efficient incident management processes and procedures to minimize downtimeand ensure rapid issue resolution. Coordinate and lead incident response teams during critical incidents ensuring effectivecommunication and collaboration. Own product support excellence with a mindset for raising the bar with continuous improvement. Provide periodic insights and analytics on team execution product performance and endtoendsupport effectiveness. Manage escalation remediation and postmortem analysis of critical customer and product issues.

Page 2 of 3 Implement and manage monitoring tools and systems to proactively identify and address issues beforethey impact customers.

Collaborate with thirdparty vendors and service providers to ensure the availability of necessaryresources and support. Schedule and oversee routine maintenance activities to optimize product performance. Identify analyze and resolve complex systemic product or operational problems with quantitativedata. Continuously evaluate and improve production support processes and workflows to enhance efficiencyand effectiveness. Drive a culture of continuous improvement within the production support team. Maintain thorough documentation of production support processes procedures and incident reports. Develop proactive organizational plans for new product onboarding product growth and maintainingSLAs. Ensure knowledge sharing and training programs for team members.
What skills required BS in Computer Science or equivalent. Ability to understand and communicate technical concepts proficient with Microsoft Project Visio andOffice products.

12 to 15 years in a product or support leadership role good to have experience working on SaaS orPaaS products in the BFSI domain.

Working knowledge of the architecture and operations in BFSI domain Experience supporting high availability and massively scalable systems.

Experience in providing product support with prior experience in Java and PL/SQL environmentsdemonstrating a deep understanding of software architecture and effective problemsolving abilities.

Working understanding of System Development Life Cycle Agile process and SCRUM methodologies Knowledge of ITIL or other relevant IT service management frameworks is a plus.

Strong verbal and written communication skills and the ability to summarize technically complexinformation for a nontechnical audience including customers and executives.

Cando solid attitude handson thrives in a dynamic fastpaced environment. Excellent interpersonal skills to effectively work with all stakeholders to improve data and businessprocesses and negotiate priorities. Experience building and managing offshore development resources.

Competencies:
Personal: Strong interpersonal skills high energy and enthusiasm integrity and honesty; flexibleresults oriented resourceful problemsolving ability deal effectively with difficult situations ability toprioritize

Leadership:
Ability to gain credibility motivate and provide leadership; work with a diverse customerbase; maintain a positive attitude. Provide support and guidance to more junior team members particularly for challenging and sensitiveassignments.

Operations:
Ability to manage multiple projects and products. Perform task at hand in a customerfriendly manner while utilizing time and resources efficiently and effectively. Utilize high level expertise to address more difficult situations both from a technical and customerservice perspective.

scrum,offshore development management,management,architecture,java,microsoft project,struts,system development life cycle,soap services,rest services,oracle,integration experience,bfsi domain,pl/sql,support services management,itil,visio,hibernate,customer,spring,agile process,javascript,product support

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