Write and read ability of Marathi is a must.

- Define best practices, work scope, goals and deliverables that support both customer and vendor goals in collaboration with senior management and stakeholders.

- Estimate the resources and participants needed to achieve project goals and develop full-scale project plans and associated communications documents.

- Effectively communicate expectations to customers, for providing support as per the agreement, team members and stakeholders in a timely and clear fashion.

- Manage and improve key performance indicators for our support operations including Customer SLA's (Response, Restore, Resolve) Ticket handling (In/Out/Work On hand backlog by customer, severity, age, product, engineer, and customer satisfaction/NPS, RCA, as examples.

- Support business operations with managing support processes and procedures, tools, knowledgebase, end of life notifications and management, License key and audits processes, customer contact database, and management dashboards.

- Develop and maintain a strong working relationship with our customer including management incidents and escalations.

- Liaise with all stakeholders, as required, on an ongoing basis.

- Determine and assess need for additional staff and/or consultants required for successful completion during the project cycle, through negotiation with senior management.

- Delegate tasks and responsibilities to appropriate personnel across multiple departments.

- Identify and resolve issues and conflicts within the support team.

- Develop and deliver progress reports, proposals, requirements documentation, and presentations.

- Determine the frequency and content of status reports from the project support team, analyze results, and troubleshoot problem areas.

- Proactively manage changes in maintenance scope, identify potential crises, and devise contingency plans.

- Define project support success criteria and disseminate them to involved parties throughout the project life cycle.

- Coach, mentor, motivate and supervise project support team members and contractors, and influence them to take positive action and accountability for their assigned work.

- Build, develop, and grow any business relationships vital to the success of the project.

- Conduct project postmortems and create a recommendations report in order to identify successful and unsuccessful project support elements

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.