Market leader Hungarian financial technology company

is looking for

Support Manager

Dorsum Software Development and Services Co.Ltd. is a market leader financial technology company in Hungary since 1997. Among our clients are the largest local banks, brokerage companies and other financial suppliers. We are looking for new team member:

Responsibilities

  • Leading, managing and developing the operations in our Wealth Management Support team; First line Services desk (Business Analysts) and Second Line (Developers)
  • Design and deliver support and service solutions for the clients (banks) of Dorsum regarding the deployed Wealth management Platform software solutions in line with ITIL and/or industry best practice
  • Monitoring the effectiveness of the team against SLA/KPI‟s, driving through change as needed to deliver continual service improvement
  • Ensure operational procedures and practices are well defined, documented and consistently applied
  • Create service reports to customers and Dorsum management
  • Manage, overview, prioritize issues in JIRA. Identify critical issues, arrange required actions
  • Work closely with the Account Managers, Busyness Analyst and Developer team members to ensure that Dorsum customers (banks) are on-boarded with seamless handover / transition into post project phase
  • Manage and develop relationship with client (bank) side business and IT stakeholders
  • Ensure quality, up-to-date documentation exists for all service arrangements
  • Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement
  • Take responsibility for customer escalations and act as a point of escalation

Requirements

  • Previous operations or support management experience preferably from a customer facing software services or shared services environment
  • Talent for getting the best out of teams and a sound understanding of both the banking and the technology aspects of a deployed banking software solution
  • Be passionate about delivering exceptional service
  • Have a good level of commercial sense
  • Be able to identify opportunities for efficiency, cost reduction and continuous improvement
  • Have excellent communication, influencing and customer management skills
  • Have solid technical understanding of installed banking software solutions, investment products, 3 tier applications.
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If you are interested in the vacancy above, please send your professional CV with photo and cover letter in English or Hungarian to recruiting@dorsum.eu

For further information please visit our website: http://www.dorsum.eu

Come work with us!

About us

Dorsum is an award-winning, innovative investment software provider. Since our foundation in 1996, we have become a leading software company in the Central and Eastern European (CEE) region. Our proprietary investment software family offers versatile solutions to players in capital markets and wealth management space. We support our clients with unique cooperation throughout the entire lifecycle of the products, which also includes managing their expectations in terms of functionality, time, and budget.

 


Dorsum Co. Ltd.
+36 1 487 3030