Support Manager

We enable financial institutions to become digital leaders. As a global team of professionals, we work with top-tier clients on exciting, high-impact projects in an environment where we learn and grow every day. Every line of code, every voice, every contribution, every challenge, and every success is celebrated here. We welcome candidates who share our values, bring strong skills, and are passionate about joining us on our journey to shape the digital future of finance. About The Job We are looking for a Support Manager with experience in providing post-implementation support for software solutions in financial institutions. Ideal candidates will have multiple project experiences, a background in software development within banks, and more than 8 years of relevant experience. Duties & Responsibilities Weekly planning with the team and monitoring of open tickets Manage support projects involving resolution of tickets / SRs / CRs Monitor and facilitate the team in identifying solutions for open issues Maintain customer relationships and increase CSI Ensure support is provided within agreed SLAs Prepare and communicate regular status reports to clients Plan, communicate, and execute change requests throughout the support lifecycle Guide and review requirements documents for change requests Identify and manage risks, assumptions, issues, and dependencies, and report them via project status reports and boards Support contracts and SLA management Train and mentor support team members Engage with customers to address dissatisfaction and drive corrective actions Manage and upscale critical customer issues, bringing in the right expertise Communicate progress and action plans across customers, escalation teams, engineering/development teams, and service managers Develop team talent aligned with business objectives Create an innovative, open, and high-performing team culture Drive operational metrics and ensure process compliance Lead continuous improvement and actively participate in initiatives Demonstrate ownership and make timely, thoughtful, and bold decisions Experience managing support teams for software solutions in financial institutions CRM and Digital Banking experience (an advantage) Strong understanding of test management practices, test planning, monitoring, control, and governance Excellent communication skills – clear and concise, with the ability to adapt to different audiences Strong customer requirement analysis skills Ownership and problem-solving mindset Team leadership with accountability Performance management skills Experience & Qualifications 8+ years of relevant working experience Banking experience (an advantage) Professional certifications (an advantage) What we are offering? Rewards Beyond the Job: Enjoy a comprehensive benefits package, including remote work, health insurance, retirement plan. Birthday Leave, Because You Matter: We value your special moments Take the day off on your birthday and treat yourself. Global Impact, Cutting-Edge Tech: Work with top clients and cutting-edge technologies on a global scale. Unleash Your Potential: Develop yourself with VeriPark Academy opportunities; webinars, and in-house training sessions. Diverse, Vibrant Community: Be part of a dynamic environment that values diversity and inclusivity. Together Culture: Enjoy remote work with in-person meetups, online events, and open knowledge sharing. About VeriPark We are a global technology company with more than two decades of expertise in the Financial Services industry. Our mission is to enable financial institutions to become digital leaders by delivering world‑class customer journeys in digital and assisted channels. We develop omni‑channel delivery, customer engagement (CRM), branch automation and loan origination solutions based on Microsoft technology (Azure, Dynamics 365, Power Platform) for banks and insurance companies worldwide. With offices in 15 countries from Canada over Europe and the Middle East to Kuala Lumpur, our 1000+ colleagues are serving customers in more than 30 countries worldwide. #J-18808-Ljbffr