Establish Operations review structure to capture pulse of operations covering End User Experience, SLA performance, Ageing tickets, Re-open cases, VOC’s, Tickets Hygiene, IT Onboarding and Offboarding.
Conduct various scheduled Operations reviews, own and sign off P4 incident and service request performance.
Manage business escalations and demonstrate strong customer centricity skills while managing them.
Work closely with Operations teams to identify improvement areas and initiate Service Improvement Plans in targeted areas for quantified improvements in stipulated time. (CSI)
Establish documentation and procedural standards for Onsite Services.
Strong analytical skills to analyze ticket dumps and other available data and draw inferences to improve operations.
Strong understanding of Ticketing and CRM tools. Provide feedback from time to time to ensure that ticketing and other self-help tools are configured and functioning properly from end user point of view.
Collaborate and work closely with SD & RST teams to ensure timely delivery to end users and identify areas which can be supported remotely or automated.
Work Closely with ETO and other IT teams to deliver Onsite services collaboratively.
Collaborate with other functions and horizontals within IT.
Projects / Initiatives :
Drive project activities for Infrastructure Upgrades / Refresh and new technology rollout and share leadership updates.
Workforce Management and Engagement
Manage a strong team of 200+ technical resources providing deskside services, Data Centre / Hub Rooms and Telecom services.
Desktops, Laptops, Thin Clients, Print / Scan Devices, Desk phones, Hands and Feet Support to Data Centers and Hub Rooms)
Keep tab on availability and quality of resources. Early Warning Signs, Attrition & timely Replacements. Regularly evaluate training needs and get them organized.
Regular connects with team to keep them motivated.
Strong Interpersonal skills to drive the team.
Qualifications, Experience and Certifications we seekin you!
B. Tech or equivalent degree with at least 8-10 Years of relevant and proven experience in managing large end user setups in ITES / BPO Industry.
ITIL Version 3 or 4 foundation Certified.
Strong domain knowledge and technical orientation.
Customer-service and problem-solving attitude.
Excellent written, verbal communications skills.
Should be able to deliver on tight timelines.