Manager - Cluster Lead- Field Support/Onsite Support
Genpact
Hyderabad, India
1d ago

Responsibilities

  • 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.
  • Leadership Connect.
  • 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.
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