SaaS Product Support and Deployment Manager

 Sunday, January 10, 2016

 
 

General Requirements

  • Provide daily management of the Technical Help Desk
  • Promote the Support organization to clients and internal management
  • Assume responsibility for deployed applications, and ensure systems are performing and available
  • Provide daily direction for staff, serve as escalation point when needed
  • Ensure support team is meeting Service Level Agreements, including uptime, fix time, and quality standards
  • Prioritize issues among multiple clients as resource constraints arise
  • Analyze performance of support organization through statistical reporting
  • Ensure active development is smoothly transitioned from the development team to the support team
  • Manage deployment activities for enhancements and new customer deployments
  • Coordinate with account management team on daily contact with clients and partners

Desired Skills & Experience

  • Project Management experience (certification preferred)
  • Bachelors degree in IT or related field
  • 4 to 6 years related experience
  • Understanding of staffing / MSP / VMS business processes and their relation to technology
  • Strong customer service skills
  • Ability to multitask and prioritize simultaneous assignments
  • Ability to complete assignments with minimal direct supervision
  • Strong organization and time management skills
  • Keep detailed records regarding problems, causes, and resolutions
  • Hands on experience with software delivery -- functional requirements, technical specifications, test plans, implementation, follow-up
  • Practical hands on experience with VMS applications in a problem solving
  • Ability to manage technical and non-technical resources
  • Ability to manage multiple internal and external stakeholders

Must be eligible to work in the U.S.

Please send resume to: careers@provade.com