Manager - IT Operations
Genpact
Noida, India
4d ago

Responsibilities

  • Manage Relationship with Client, Business partners, Biz IT organization, corporate team and other partners.
  • Ensure all the customer issues are proactively identified, addressed and closed with documentation. Proactively highlight & own remediation of Risks to IT Processes, which may impact operational delivery.
  • Ensure Zero Major Incidents due to hygiene issues for the account / s and drive Incident Closure and subsequent RCCA process end to end.
  • Ensure PML (Production minutes lost) gets calculated with valid Business / Process Inputs and gets reported out in relevant forums.
  • Report out performance metrics, dashboards, monthly updates and issue progress to Internal and Client, Business and IT leaders as and when required.
  • Actively participate in NC (Non-Compliance) closure / Risk mitigation. Implement IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security
  • Partner with internal Audit teams to help improve processes, systems and teams to deliver an outstanding customer experience by conducting investigate analysis, identifying issues & fix it with a balanced solution.
  • Adhere to financial targets laid out in Annual IT Op Plans.
  • Qualifications

    Minimum qualifications

  • Graduate, preferred in IT stream
  • Expertise in IT with one of IT infrastructure domain and dealing with international partners.
  • Negotiation and analytical skills with experience in using Excel and PowerPoint
  • Flexible to accommodate time-zones as to meet the client demands, clients being geographically dispersed
  • Good interpersonal and communication skills
  • Ability to perform and deliver under pressure with a good sense of setting priorities
  • Preferred qualifications :

  • Knowledge in Voice domain and Application area would be an added advantage.
  • Experience on BI tools e.g. PowerBI, Tableau or Qlik
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