Implementation Support Lead

Job Description

Job Description – Implementation/Support Lead

Skills/Experience:

· Experience in the Implementation lifecycle of software products

· Experience in presentation and demonstration of the solution

· Experience in the Installation of the product/software, configurations, workflows etc.,

· Configure and ensure software changes to the system to assist in business organizational changes.

· Understanding customer requirements, analysing them and identifying GAPs if any

· Ability to understand/explore application functionalities and solutions in line with customer needs.

· Handle customer User Acceptance, Outage Notification, and Change Control procedures and documentation.

· Experience in troubleshooting any issues that arise during the implementation. If needed, liaise with several internal departments for resolutions.

· Extend user support and training to customers and support users.

· Should be able to perform implementation tasks within SLA.

· Experience in configuration of changes and upgrading software versions

· Experience in third-party integrations like Payment Gateways, SMS gateways, Understanding Webservice integrations, CAS (Conditional Access Systems)

· Ability to execute new projects with appropriate project planning.

· Experience in delivery of customer’s needs with planning and prioritization

· Experience in providing periodic Updates/feedback on the Ongoing Issues/Project Activities

· Experience in interacting with cross-functional teams

· Experience in handling team

Qualifications:

· Bachelor's degree or Diploma in Computer science engineering

· Minimum 4 to 6 years of experience in the Implementation of software products

· Experience in the domains of Finance applications, Billing applications, and Subscription management applications is an added advantage

· Experience in Ezybill application is an added advantage

· Knowledge of MySQL databases (Administration, writing queries, understanding schema)

· Knowledge of basic networking

· Knowledge of Linux installation, basic administration, Shell scripts, Cron tabs, etc.,

· Effective communication, presentation, and writing skills are a must.

· Demonstrate a passion for delivering a positive customer experience

· Should be a quick learner and result oriented

· Ability to work in a fast-paced and dynamic ambiance

· Flexible and comfortable timings, ready to work in shifts if necessary.

· Prepared to work late at night or early in the mornings whenever necessary

· Willing to travel and ready to stay for longer periods when needed

Keywords: Implementation manager, project manager, business analyst, Implementation engineer