Operations Manager
Orange Business Services
India
18d ago

about the role

Contribute to short and long-term organizational planning and strategy as a member of the management team, effective Team Management thereby ensuring customer satisfaction.

Manage and improve the effectiveness and efficiency of the service support delivery Team. 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 ,
  • Satisfying customer queries and follow up on escalated issues.
  • Periodic review with customer, Trend Analysis
  • Team Integration, coordination and Management
  • SPOC for all escalations within the scope of delivery.
  • Ownership for IR, RCA, SIP documents
  • Mentoring and motivating the Team for better performances.
  • Shift Roaster Management, training to the team, recognizing the efforts of the team.
  • Drive initiatives in the management team and organizationally that contribute to long-term operational Documentation and Reporting
  • Ensuring process adherence by the Team and Maintain Team décor and discipline on the Operational Floor.
  • Applies advanced subject matter knowledge to complex business issues, and is regarded as a subject matter expert in service management domain.
  • Frequently contributes to the development of new ideas and methods.

  • 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.
  • Leads and / or provides expertise to functional project teams and may participate in cross-functional initiatives.
  • May provide mentoring and guidance to lower level employees.
  • Acts as an expert providing direction and guidance to process improvements and establishing policies.
  • 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.
  • Driving Service Improvement Program, Initiate and execute structural improvement and efficiency programs.
  • Drive Customer Service Management Review as well internal Management Reviews.
  • Develop relevant, understandable and achievable yearly objectives based on the program / project needs, to be cascaded to managers and defined on all levels
  • Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas / customer groups.
  • Integrate technical knowledge and business understanding to create superior solutions for client and for customers.
  • 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.
  • Identification of sales opportunities arising from service delivery
  • Identify Talent from the team & define the development plan for the employee.
  • about you

    Working Knowledge of IP Telephony environment , Unified Communications & Collaboration (UCC) & applications of contact centers solutionsFamiliarity with systems functionality and business continuityExperience of using a call logging system(SM / SM7 / Remedy / HPSD / Clarify)Experience of working to defined service level commitmentsReady to work in 24

  • 7 delivery environmentGood Knowledge on ITIL framework.
  • Experience of handling the remote infrastructure operation & should be highly proficient in ITIL / ITSM framework

    Manage and coordinate activities during overall ticket life cycle.Responsible for sending P1 / P2 Incident notifications as per agreed processChair Bridge calls for effective coordination, incident resolution, service restorationContinuously follow-

    up with support team for relevant notification updates per SLA, and drive resolution. Follow the global Service Restoration Management ProcessEnsure Incident Timeline Report is created immediately after resolution Contribution toongoing process & operational improvements.

    ITIL Foundation certification is must,practiotioner / intermediate is preferred.

    Real Time & continuous follow-up with various stake holder of customer & vendors forincident resolutionParticipating in operation process enhancementPossess excellent communication, interpersonal, people Management and Team Management skills.

    Formulate skill improvement / training plans and ensure successful execution of the sameExperience of working to defined service level commitments

    Bachelor’s degree in Computer Science, Engineering, Telecom, Business, or related field or equivalent

    ITIL Foundation certification Mandatory

    ITIL Intermediate Certification -Preferred.

    PMP certified - Preferred. At least PMP trained.

    MBA / PGDBA - Preferred.

    Minimum of 8 years’ of overall experience in IT services field & minimum of 3.5+ years of experience in managing a technical support team as Supervisor roles -

    Shift Lead / Team Lead / Operations Manager

  • Excellent interpersonal skills
  • Good oral / written communication skills
  • Good person management skills
  • Good team management skills(Ability to work in a team environment, which may be local, global, virtual, or multifunctional.
  • Demonstrate good teamwork with peers)

  • Business awareness
  • Strong Customer Focus
  • Should have Convincing skill
  • Ability to work under pressure.
  • Adaptability & responsiveness to department
  • Excellent in driving the team, passionate of bringing new changes,practices to take the delivery / project to next level
  • additional information

    Minimum of 8 years’ of overall experience in IT services field & minimum of 3.5+ years of experience in managing a technical support team as Supervisor roles -

    Shift Lead / Team Lead / Operations Manager

  • Excellent interpersonal skills
  • Good oral / written communication skills
  • Good person management skills
  • Good team management skills(Ability to work in a team environment, which may be local, global, virtual, or multifunctional.
  • Demonstrate good teamwork with peers)

  • Business awareness
  • Strong Customer Focus
  • Should have Convincing skill
  • Ability to work under pressure.
  • Adaptability & responsiveness to department
  • Excellent in driving the team, passionate of bringing new changes,practices to take the delivery / project to next level
  • department

    Sales & Marketing Asia Pacific

    Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.

    Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

    Regular

    Apply
    Add to favorites
    Remove from favorites
    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form