Manager, Software Release Management
- Convergeone India
- 5 - 10 years
- Hyderabad
- 2 months ago
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Job Description
The Manager, Software Release Management is responsible for managing a team of technical associates responsible for reporting and implementing software updates for managed service customers. This is accomplished by understanding and adhering to processes and procedures of the functional area to ensure timely and consistent results for the customer base.
Required Qualifications
- Bachelors degree (Master s preferred) in Computer Science, Information Technology, or Management; candidates may have a high school diploma with 5 years experience in customer relationship management, along with 5+ years of experience in the Avaya, Cisco, Microsoft, and/or VMware product line in a telecommunication environment/organization
- Exceptional, definable leadership experience with proven results
- Prior strong technical experience working in a technical role within a managed services organization
- Demonstrated ability to lead complex project teams to deliver results
- Superior negotiation, coordination, and conflict resolution skills
- Strong analytical, interpersonal, and relationship building skills
- Strong work ethic and personal drive to excel
- Exceptional organizational skills and attention to detail
- Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks
- Ability to analyze complex information system data
- Ability to use (and learn new) complex systems, technologies, and applications
- Ability to adapt to change quickly and multi-task
- Must possess excellent oral and written communication skills in English
- Proficient in Microsoft applications (Excel, OneDrive, PowerPoint, SharePoint, Teams, Word, etc.)
- Excellent project management skills, facilitation skills, influencing and negotiation skills
- Must be willing to work non-traditional hours including nights and weekends
- Ability to perform work for long periods of sedentary tasks
Desired/Preferred Qualifications
- Industry level certifications a plus in Avaya, Cisco, ITIL, Microsoft, PMP, VMware, etc.
- Prior experience leading highly technical teams onshore/offshore in a 24x7 environment
Essential Functions
- Coaches and develops technical resources
- Acts as an escalation point to resolve client issues
- Creates and enforces processes that enhance the services delivered to the client or to internal resources
- Monitors ticket activity to ensure that client issues are resolved expeditiously
- Monitors the overall performance of the team by utilizing performance metrics, Alert, KPI reports, etc.
- Monitors ticket hygiene and customer satisfaction
- Communicates "red hot" items to management
- Reviews and makes recommendations to enhance processes based on feedback of their team
- Oversees SRM program and ensure contractual requirements are met
Additional Specific Duties and Responsibilities
- Leads onboarding tasks as required
- Collaborates with other functions like Incident Management, Change Management and Service transition teams to manage customer relationship
- Stays current on latest UC products and software versions to maintain offer competitiveness
- Participates in manager on-call rotation and provide afterhours support for team
- Facilitates and participates in knowledge transfers as required
- Participates and completes assigned training initiatives as determined by manager
- Delivers program efficiencies and cost containments
- Assists other managers in ticket escalations
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Project & Program ManagementRole Category: Technology / ITRole: IT Project LeadEmployement Type: Full timeContact Details:
Company: Convergeone IndiaLocation(s): Hyderabad+ View Contact
Keyskills: Change management PMP Customer satisfaction Analytical Healthcare Incident management Customer relationship microsoft cisco Six sigma
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