Royal Enfield Hiring for Support Lead- Business Applications at Chennai, Tamil Nadu Full Time

Position title

Support Lead- Business Applications

Reports to

Group Manager

Job grade

Deputy Manager

Location

Chennai

Job Purpose

This position is primarily responsible for all service desk and support activities for the commercial (business and consumer) IT applications. The support manager is responsible to ensure processes are followed and people/teams coordinate to ensure that any ticket or incident is closed within the agreed turn around time (TATs) and service level agreement (SLAs) established.

Key Responsibilities

Lead and manage the support activities for the B2B service desk

B2B systems include the dealer management system (DMS) (core business IT application), ERP ,Power BI

Lead and manage the support activities for the B2C systems service desk

B2C systems include Royal Enfield (RE) APP, website, connected platform

Lead and manage a team of central and regional single point of contact (SPOCs) to respond to escalations and to coordinate with other support teams for timely ticket resolution

Establish/modify processes (SOP) where required to ensure that best practices are met and ensure that different teams follow the processes

Facilitate the definition of service levels in IT application support contracts. Interact regularly with existing or potential stakeholders to determine their needs and to develop plans for improving the deliveries

This will include the following activities

Establish/modify processes (SOP) where required to ensure that best practices are met and ensure that different teams follow the processes

Set up processes and practices to ensure timely Root Cause Analysis is provided by different product/IT teams, patching of records and permanent fix is done as early as possible

Ensure regular monitoring of the different systems are being carried by the responsible teams

Ensure that incidents are categorised as given priority as per the level of urgency and severity and managed accordingly

Manage the trouble ticketing, incident management tool

Prepare for special activities like launch of products, features and functionalities, special initiatives and month end support

Provide inputs to product/IT teams by way of ticket analysis and end user feedback which will aid support activity for troubleshooting (logs, error messages, exception reports)

Communication and reporting

Oversee the new dealer setup and configurations

Facilitate the definition of service levels in IT application support contracts. Interact regularly with existing or potential stakeholders to determine their needs and to develop plans for improving the deliveries

Work cross-functionally to solve problems and implement changes

Experience in troubleshooting, software development processes and ability to understand

Management and leadership skills:
Ability to communicate effectively with business stakeholders (both local and global), vendors and internal teams coordinate with resources and direct the efforts in the right direction in a timely manner

Ability to manage change and effectively pass on the information down the line to concerned teams for smoother execution

Delegate and allocate responsibilities efficiently to manage different set of support activities. Effectively lead teams and inspire others to achieve goals through innovation, quality and excellence

Ability to identify strengths and weaknesses of team members and suitably make changes if required

Resource management skills and ability to handle complex/sensitive issues

Ensure necessary documentation including standard operating procedures (SOPs), technical documentation and other project related documentation are in place

Work Experience

Education

Bachelor of Engineering / Technology

Experience

Good Knowledge if ITIL/ITSM process ( desirable)

Prior experience with DMS System and/or processes followed in Automobile industry

4 to 7 years of experience

Exposure on Dealer Management System (DMS) preferably in the Retail/Automotive industry Experience in support of B2C Mobile Apps