Enterprise Service Manager (all genders) - Chennai

Role: Enterprise Service Manager (Mission Critical Support Customers)

Why This Role is an Exciting Opportunity:

• Impactful Work: You will be directly supporting well-established enterprise customers, ensuring smooth operations of their SEEBURGER platforms with a significant business impact when issues arise.
• Growth & Collaboration: Work closely with diverse teams internally, including development, consulting, support, and sales, and engage in proactive customer communication.
• Leadership & Trust: Become a trusted partner to our enterprise clients, and be the go-to person when it comes to troubleshooting, consulting, and incident management.
  
  

Scope of Responsibilities:

• Customer Relationship Building: Establish and maintain close relationships with enterprise customers, earning their trust and ensuring their satisfaction.
• Incident Management & SLA Oversight: Ensure all service level agreements (SLAs) and key performance indicators (KPIs) are met, and proactively address any incidents or escalations.
• Proactive Information Sharing: Stay ahead of the curve by providing updates on product features, security alerts, and issues, ensuring your customers are always informed.
• Cross-Functional Collaboration: Work hand-in-hand with SEEBURGER teams (support, development, consulting, and sales) to provide seamless customer experiences.
• Consulting & Product Expertise: Identify opportunities for consulting involvement, from new interfaces to infrastructure changes or cloud services like AWS, and ensure customers are using SEEBURGER products efficiently.
• Root Cause Analysis: Take charge during major incidents as an incident manager and coordinate root cause analysis and problem resolution.
  
  

A Day in the Life of an Enterprise Service Manager:

• Monitor & Analyse KPIs: Prepare and analyse reports to ensure performance metrics are met.
• Incident Oversight: Track all customer incidents and identify problems during regular customer calls.
• Documentation & Collaboration: Maintain a detailed Collaboration Handbook to document customer landscapes, understand their unique language, and benchmark transaction throughput.
• Knowledge Sharing: Work closely within the Enterprise Support Team to share insights and best practices.
  
  

Key Soft Skills Required:

• Effective Communication: You’ll need to translate technical jargon into customer-friendly language.
• Stress Management: Stay calm and composed in high-pressure situations, ensuring customers remain reassured.
• Conflict Resolution: Use your expertise to manage and resolve customer conflicts effectively.
  
  

Technical Expertise:

• Extensive experience with IBM Sterling  /  AXWAY / SEEBURGER products etc …  (8+ years), including troubleshooting using tools like Grafana and Kibana.