Portfolio & Project Manager (PPM)

Vodafone; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Vodafone seeks a Portfolio & Project Manager to lead their Technical Support Team in Kuala Lumpur. This role involves overseeing operations, managing escalations, and ensuring customer satisfaction. The ideal candidate will have strong leadership skills and a proven track record in a support environment.

Qualifications

• 5+ years experience in a Support Lead role.
• Proven leadership skills.
• Excellent oral and written communication abilities.

Responsibilities

• Oversee daily operations of the Technical Support Team.
• Manage escalated customer issues and deliver exceptional support.
• Mentor and train technical support staff.

Skills

People management

Problem solving

Communication

Analytical skills

Tools

Datadog

Manual Testing

Job description

Portfolio & Project Manager (PPM) is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team.

As a team lead, this position will partner with Customer to deliver exceptional support to customer through phone and ServiceNow. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc activities, and training.

Responsibilities:

• Oversee the day-to-day operations of the Technical Support Team

• Act as a senior agent who will drive customer satisfaction through customer support

• Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions

• Act as a mentor and provide oversight, coaching, and training to technical support staff

• Responsible for Service transition of activities for In-scope applications

• Responsible for managing the utilization of the Operators and work with Customer for improving the utilization

• Be the point of contact when it comes to technical escalations

• Record and track team SLAs/SMKPIs and workflows

• Provide support where needed for both internal and external customers.

• Clearly communicate escalated issues to 3th level teams and service delivery managers as needed

• Manage and report on all incoming technical support inquiries

• On-board all new team members

• Assist in the creation of the team KPIs as well as monitor and report on results

• Be actively involved with the operational delivery and UAT if required for new product and feature releases

• Monitor team performance and report on metrics

• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner

• Work to create any relevant support material for the team

• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents

• Implement any necessary preventive measures to reduce customer faults and issues

• Review all technical support related processes and documentation for continuous improvement

• Assist in the creation and implementation of customer self-service material and tools

Requirements:

• Proven people management and leadership skills

• Five Years plus experience in a Support Lead role

• Excellent communicator, both oral and written

• Strong problem solving and communication skills

• Love being the first line of support and troubleshooting issues

• Strong analytical skills to investigate and resolve customer support tickets

• Able to multi-task efficiently under time pressure

• Able to work with cutting edge technology and assimilate information rapidly

• Previous experience in managing customer focused teams

• Proven experience in managing a service and support focused team culture

• Datadog & Manual Testing

About Cognizant:

Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.