Operations Manager - Hybris

Operations Manager - Hybris

Operations Manager - Hybris

Job Location: Pune

  • Manage a team of support engineers for Hybris projects to provide world class services to international customers
  • Lead First/Second Level (L1 and L2) team for incident validation, investigation and analysis.
  • Communicating with customers/ SAP/stakeholders/partners in order to identify, understand and solve product-specific problems
  • Ensure complete handover to Support from project teams for smooth transition to Go Live.
  • Ensure customer delight and build good relationships.
  • Work with 3rd parties for issue resolution and RCA
  • Work to SLAs and prioritize workload to meet contractual needs
  • Logging and categorization of incidents and requests in an ITIL based service management system
  • Understand Support training needs and work towards knowledge transfer.
  • Create and maintain a knowledge base for reference and troubleshooting.
  • Ensure work is happening in the necessary shifts, especially weekends and public holidays on a rotation basis
  • Monitor shift workforce
  • Supporting our implementation partners in the customization of our product
  • Exchange of information relevant to a problem
  • Close collaboration with QA/Dev teams for R&D for deep technical issues
  • Creating of system configurations that mimic the customer’s or partner’s scenario

Requirements

Have good understanding of following Hybris modules

  • Hybris/SAP Support certifications will be an added advantage.
  • Proven experience in a software support center with building and managing a support team and support processes.
  • Strong experience in handling the international customers with ease.
  • ITIL certified.
  • Managed a team of 5 to 10 Support Analyst/Engineers
  • Should have worked on at least 1 end to end implementations on Hybris platform.
  • Strong customer orientation
  • Service-oriented phone manner in an international environment
  • Ability to work under pressure
  • Showing a sense of responsibility and the ability to keep calm in difficult condition
  • Ability to work autonomously and as part of a team
  • Good time management skills
  • Excellent written and verbal Client communication skills in English is a must, second language desirable
  • Experience in international projects, internationalized application development, or globally operating companies
  • Excellent communication and coordination skills
  • Excellent written and spoken English
Location: 
Pune, India