Job Description

About Team: Chromeleon Enterprise Support Team –CMD Division- We provide Chromeleon software implementation and support to all Pharma/Non-Pharma Enterprise customers PAN India. The team strength is 22+ highly motivated and skilled engineers positioned across India. Role & Responsibilities Purpose: To manage and grow Chromeleon support & maintenance contract business and manage the enterprise support team. Responsibilities:

• Management of the Software Service Delivery Team including responsibility for service desk, application support, career development and appraisals
• Define service level agreements (SLAs) in relation to contracted services, ensuring the SLAs are achieved; service quality and overall expectations are met or exceeded
• Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed
• Ensure support tickets are closed timely with effective resolution
• Create and maintain product knowledgebase
• Build and maintain customer relationships
• Attend service review meetings covering performance, service improvements, quality, and processes with customers
• Implement and facilitate workshops and training courses for the team and customers
• Deliver periodic performance reports on agreed schedule (or on request), including service desk performance reports

• Strong and proven experience in handling a large & diverse team.
• Strong and proven experience in managing and supporting large enterprise software systems
• At least working knowledge of the Pharma sector
• Familiar with regulatory compliance such as US FDA, WHO MHRA etc.
• Willing to travel at short notices