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MX Regional Support GS IRC200367

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Job ID: IRC200367
Date Posted: Dec 5, 2023
Segment: Digital System & Service
Business Unit: Hitachi Services & Platforms
Company Name: GlobalLogic
Profession (Job Category): Product Support
Job Type (Experience Level): Senior Management
Job Schedule: Full-Time
Remote: Yes

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Description:

The Global product Support team supports over 300 clients across various financial Products. The team provides support for all clients and are accountable for achieving the required service levels for customer issues, delivery times and customer satisfaction.
The Support team is global with 100+ team members. You will report directly to the global head of support (xxxxxx) and manage the MX Regional production support team and work closely with the Consultants, Developers and Stakeholders from other departments. The Global Support Team supports customers 24/5 (we do offer 24/7 but currently only on an exceptional basis) across 3 time zones: Europe, Middle East and Africa (EMEA), North America (NA), and Asia-Pacific (APAC). For more info on shift hours and training see the Special Requirements section below.
''This role is best suited to a Senior Application Support manager who enjoys building a cohesive team, stake holder management, looking at process improvements and on occasion, rolling up your sleeves (leading by example) to assist the team''.

Requirements:

1. Integrate team members into Client practices to ensure continued customer satisfaction and improve business profitability
2. Train, develop and mentor your Global Support team of 20+ to help create a common culture and sense of belonging and succession plan your role.
3. Optimize the balance between effectiveness (SLA adherence), efficiency (cost) and client satisfaction (NPS) in the client ecosystem.

Key relationships:
• Global/local peers in the PaaS team, CX Team, Value Advisory, PD, UNISD, Consulting
• Support consultants & Developers locally / other regions (internal)
• Global / Regional Support Managers (internal)
• Client users/super users of clients software (external)
• Client support managers (external)

Key relationships:
• Global/local peers in the PaaS team, CX Team, Value Advisory, PD, UNISD, Consulting
• Support consultants & Developers locally / other regions (internal)
• Global / Regional Support Managers (internal)
• Client users/super users of SimCorps software (external)
• Client support managers (external)
Special requirements:
• Work type: Hybrid2 days onsite / 3 days.
• Shift: North America hours (flexible to shift to EMEA hours if needed).
• Liaising with global managers/teams in EMEA/NA/APAC
• Weekends/public holidays is required from time to time.
Competencies:
• Resourcefulness - figuring out how to get over, around, or through barriers to success, and then doing it.
• Effective Communication - inclusive and proactive
• Demonstrate effective interpersonal skills i.e. Teamwork - inclusive, collaborative, helpful.
• Flexibility & Adaptability - adapting to change, staying calm.
• Takes Personal Responsibility - resilient and accountable.
• Problem solving & problem management.
• Attention to Detail - minimize risk of errors.
• Learn existing systems and processes.
• Review existing processes/procedures and optimize/simplify existing processes (where possible). s
• Coach and lead the team while assisting with onboarding new hires.
• Build relationships with internal teams/managers/ stakeholders
3-12 MONTHS
• Achieve the GS team's Scorecard targets.
• Meet the allocated personal SLAs (non-client or development).
12 MONTHS+
• TBC (succession planning / team re-structuring

Job Responsibilities:

The Global product Support team supports over 300 clients across various financial Products. The team provides support for all clients and are accountable for achieving the required service levels for customer issues, delivery times and customer satisfaction.
The Support team is global with 100+ team members. You will report directly to the global head of support (xxxxxx) and manage the MX Regional production support team and work closely with the Consultants, Developers and Stakeholders from other departments. The Global Support Team supports customers 24/5 (we do offer 24/7 but currently only on an exceptional basis) across 3 time zones: Europe, Middle East and Africa (EMEA), North America (NA), and Asia-Pacific (APAC). For more info on shift hours and training see the Special Requirements section below.
''This role is best suited to a Senior Application Support manager who enjoys building a cohesive team, stake holder management, looking at process improvements and on occasion, rolling up your sleeves (leading by example) to assist the team''.

What We Offer

Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.

Collaborative Environment:Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment - or even abroad in one of our global centers or client facilities!

Work-Life Balance:GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.

Professional Development:Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally

Excellent Benefits:We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world.

By integrating experience design, complex engineering, and data expertise-we help our clients imagine what's possible, and accelerate their transition into tomorrow's digital businesses.

Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries.

GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.
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