about the role
Contribute to short and long-term operaional planning and strategy as a member of the management team, effective Team Management thereby ensuring customer satisfaction.
Manage , Drive and improve the effectiveness and efficiency of the service support delivery Team.
Support the Operations Manager to Improve the operational systems, processes and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning.
Key Spoc for
SPOC for all operational requirement during his shift timings ,
Satisfying customer queries and follow up on escalated issues.
Day to day Operational Trend Analysis and driving the shift Operations accordingly.
Team Integration, coordination and Management
SPOC for all escalations within the scope of delivery during his shift timings.
Shift Roaster Management, Driving to meet the deliverables within SLA , recognizing the efforts of the team.
Ensuring process adherence by the Team and Maintain Team décor and discipline on the Operational Floor.
Drive / Support initiatives in the management team and organizationally that contribute to long-term operational Documentation and Reporting
Works on complex problems / projects where analysis of situations or data requires an in depth evaluation of multiple factors.
Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.
May provide mentoring and guidance to lower level employees.
Provides inputs towards process improvements.
Deliver the Services with defined Service Level Commitments
Drive the operation effectively by following & applying the ITIL, ITSM & industry best practices.
Drive the Escalation Management
Single point of contact for customer for any escalation, projects & communication during his shift .
Ensure the Managed Services staffs are aware of and adhere to company procedures and policies.
Ensure appropriate quality controls and adherence to standards of performance through which Services are maintained, whether technical, operational, administrative or management activities and staff.
Mentor / consult with team members, other organizations, customers, and vendors on complex issues
Maintain high morale, satisfied and productive sub unit staff.
Define & ensure implementation of all key delivery strategies, processes, procedures, guidelines, tools, methods.
Bachelor’s degree in Computer Science, Engineering, Telecom, Business, or related field or equivalent
Good command on using excel + Macros for reporting , analysis etc mandatory
Good command on using MS Powerpoint for customer facing presentations mandatory
ITIL Foundation Training mandatory
ITIL Foundation certification preferable
CCNA Voice certification preferable
Sales & Marketing Asia Pacific