Associate Support Manager

Job Description:

• Function as the bridge between Temenos and designated Clients & Function as the Single Point of Contact (SPO)

• Actively monitor outstanding tickets logged under allocated clients.
• Prioritize open tickets for analysis based on client’s feedback.
• Prioritize tickets in Maintenance and ensure delivery as per SLA.
• Follow-up with client for any additional information required for logical closure of ticket.
• Liaise with Client and Account/Project Managers to

1. Understand different milestones like UAT, Upgrade, go-Live etc., and keep department informed.
2. Provide constant updates over conference calls or through e-mail.
3. Communicate about re-schedule in the delivery of fixes, if any.

• Mentor support managers in specific regions and also take care of Top Tier clients. Function as Support Account Manager for specific PWM clients.
• Ensure and Maintain High Satisfaction rating from clients.