Deputy Manager Customer Service

Deputy Manager Customer Service - PSW-Pakistan Single Window

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Provide Level 2 production support and manage incident resolution against established SLAs.
Coordinate with Level 1 for issues handled or to be handled by Level 2 till closure/resolution.
Maintain detailed and up-to-date documentation of issues, and resolutions of the solution procedure.
Create/update support procedures and ensure proper maintenance of standard operating procedures (SOP).
Coach and oversee work and project coordination within the Applications Support team.
Coordinate with Level 3 for getting issues diagnosed and fixed.
Create and replicate failed scenarios to be shared with L3.
Manage third party vendors.
Prepare reports for senior management.
Act as a subject matter expert for all internal business partners.
Consult directly with users to assess their needs and then create and implement a strategy to improve either the business or application.
Provide end user and technical training to business and inter-department personnel.
Able to multitask when several critical issues happen simultaneously.
Strong communication skills with the ability to capture and articulate technical and non-technical details.

Kurali, Punjab, Pakistan

Provides a single access point that allows lodging information to fulfill all trade requirements. Read More