Senior Executive - Technology
Firstsource
Chennai, Tamil Nadu, India
3d ago

Responsibilities

  • Single Point of Contact SPOC for Technology With respect to Operations.
  • Primarily client / user facing.
  • Building a personal relationship with both internal & external clients
  • Support business operations to meet Technology SLA across centers / clients handled.
  • Monitoring overall performance of services
  • Track and Maintain Client SLA(Internal & External)
  • Building service reports
  • Identifying the reporting requirements
  • Ensure timeliness and accuracy of SLA, uptime and call Analysis reports
  • Service reporting and sponsoring service review meetings (Daily, weekly and monthly SLA review with the clients)
  • Managing customer expectations
  • Weekly / monthly conference calls with on all areas of technology support functions.
  • Would be responsible for technology and systems availability, technical SLA management with internal / external clients, Developing of IT service continuity plans with SMEs
  • Review SLA report on a daily basis, carryout call analysis and feed the results back to technology for proactive actions.
  • Work with Incident Management team and respective other departments for faster restoration of services
  • Good communication around issues and opportunities get things done, make things happen
  • Manage Customer VOC w.r.t Technology
  • Manage all change controls, ramp ups, and escalated complaints (only high business impacting). Involve service support, solution design and project management teams if needed.
  • Ensure all established processes are being practiced for operations interfacing with technology and support desk.
  • Building Service improvement plans
  • Work with Support managers to build capacity plans
  • Understand the client technology solution and find areas of improvements
  • Removing all obstacles to customer satisfaction and / or financial performance
  • Working in a typical ITIL / ISO20000 frame work
  • Vendor / 3rd party management responsibilities
  • Communicating across organizational boundaries from engineers through to senior managers
  • Looking out for client’s and FSL’s long-term interests
  • Collaborating with senior management on client account management and growth
  • Single Point of Contact SPOC for Technology With respect to Operations.
  • Primarily client / user facing.
  • Building a personal relationship with both internal & external clients
  • Support business operations to meet Technology SLA across centers / clients handled.
  • Monitoring overall performance of services
  • Track and Maintain Client SLA(Internal & External)
  • Building service reports
  • Identifying the reporting requirements
  • Ensure timeliness and accuracy of SLA, uptime and call Analysis reports
  • Service reporting and sponsoring service review meetings (Daily, weekly and monthly SLA review with the clients)
  • Managing customer expectations
  • Weekly / monthly conference calls with on all areas of technology support functions.
  • Would be responsible for technology and systems availability, technical SLA management with internal / external clients, Developing of IT service continuity plans with SMEs
  • Review SLA report on a daily basis, carryout call analysis and feed the results back to technology for proactive actions.
  • Work with Incident Management team and respective other departments for faster restoration of services
  • Good communication around issues and opportunities get things done, make things happen
  • Manage Customer VOC w.r.t Technology
  • Manage all change controls, ramp ups, and escalated complaints (only high business impacting). Involve service support, solution design and project management teams if needed.
  • Ensure all established processes are being practiced for operations interfacing with technology and support desk.
  • Building Service improvement plans
  • Work with Support managers to build capacity plans
  • Understand the client technology solution and find areas of improvements
  • Removing all obstacles to customer satisfaction and / or financial performance
  • Working in a typical ITIL / ISO20000 frame work
  • Vendor / 3rd party management responsibilities
  • Communicating across organizational boundaries from engineers through to senior managers
  • Looking out for client’s and FSL’s long-term interests
  • Collaborating with senior management on client account management and growth
  • For Leadership hiring, Responsibilities can be split into Strategic and Operational
  • Key Performance Indicators

  • Committed & responsible
  • Good written & oral communication
  • Dedicated, Hardworking, committed to work
  • Able to understand and deliver services which are provided on a 24x7x365 basis
  • Must be able to work proactively and under pressure
  • Qualifications

    Qualification & Experience

    Critical :

    Graduate (Preferably BE or Diploma or BSC or MSC (Computers / IT)

    Desired : Graduate with ITIL Foundation Certified (Knowledge in Virtual Infra would be added advantage)

    4-8years

    Personal Attributes / Traits

  • Consultative
  • Socially confident
  • Achievement oriented
  • Decisive and action oriented
  • Creative
  • Eager to learn
  • Competencies

  • Business Foresight
  • Influencing Others
  • Fostering Partnerships With Customers
  • Managing Transformation
  • Driving Excellence
  • Leading Teams
  • Working Across Boundaries
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