Job Description

Assistant ManagerEXL/AM/1361795


Global TechnologyNoida
Posted On
19 May 2025
End Date
03 Jul 2025
Required Experience
4 - 7 Years



Basic Section
Number Of Positions


1


Band


B1


Band Name


Assistant Manager


Cost Code


D900367


Campus/Non Campus


NON CAMPUS


Employment Type


Permanent


Requisition Type


Backfill


Max CTC


1000000.0000 - 1300000.0000


Complexity Level


Not Applicable


Work Type


Work From Office - Fully Working From EXL/ Client Offices


Organisational
Group


Enabling


Sub Group


Global Technology


Organization


Global Technology


LOB


EXL OSI


SBU


Product Delivery


Country


India


City


Noida


Center


Noida - Centre 59




Skills
Skill


HELP DESK


COMMAND CENTER


COMMUNICATION


ITIL


Minimum Qualification


GRADUATE


Certification


No data available

Position Title, Responsibility Level

B1/B2 - L2 Tech

Function

IPS

Reports to

Mgr/Sr.Mgr - IPS

Permanent/ Temporary

Permanent

Span of Control

Engineers

Location

Noida

Basic Function

Troubleshoot and resolve issues for OSI. This includesAble to provide support to voice calls, emails and voicemails across different shifts during US business hours. OSI Users unable to login/connect to CORP domain or OLSI.net domain Understand what the more difficult and time-consuming problems are and escalate them to L2/L3 teams as quickly as possible. Identify Areas of improvement by analyzing ticket trend.


ReportsMaintaining Production Issues Tracking spreadsheet Generate reports as defined on regular basis Generate adhoc reports as requested


OthersAnticipate future needs based on current usage and make recommendations for the same Review daily reports and recommend changes based on trends Interface with the Application Development team / Database Team to help address, define and resolve problems as they occur Acknowledge and communicate reported issues Escalate issues based on urgency and business impact


Essential FunctionsHandle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need Able to answer call and understand user requirement to provide a good customer service over phone Ability to operate at all levels within the organization and cross functionally within multiple client organizations Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network Acknowledge, resolve and/or escalates issues in a timely fashion Strictly adhere to defined SLAs Understand business requirements for customer base and be able to translate them into technical requirements Ensure the highest levels of customer satisfaction Specific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutions KPI / SLA tracking for OSI HelpDesk Team


Primary Internal InteractionsManager - Infrastructure Services (Production Delivery) Other OSI Managers OSI Helpdesk Team OSI Development Team / Platform Teams OSI End Users EXL Enterprise Service Desk leads Business & IT Management Team OSI Production Engineering Team OSI DBA Team OSI Management Team


Primary External InteractionsVendors Vendor Specific - Technical Consultants and Operation support Managers.

Organizational Relationships

Reports To : Supervises :

Skills

Technical Skills

.Net Application Production Support, Infrastructure Support Certifications in Microsoft, ITIL Rich Understanding of Service Management Concepts Multiple ITSM Tool Management Basic understanding of network technology Batch Job management experience Application/Report Administration Report deployment MS-Office Report generation using Excel, MS Project and Power Point User Management through Active Directory

Process Specific Skills

Excellent understanding and familiarity with ITIL framework Excellent knowledge of Excel, MS Project, PowerPoint, etc.

Soft skills (Desired)

Ability to communicate effectively with all levels within and outside the organization, including senior management and technical teams Good listening and consultative skills Excellent written and presentation skills.- Keen attention to detail. Record minutes of meeting for all meetings between other teams Self-motivated, organized, strong initiative and be customer focused Good Multi-Tasking Skills Night Shift Support between 04 PM till 08 AM IST - (Flexible for Shifts)


Education RequirementsGraduation with specialization in Information Technology Certification in ITIL / Microsoft


Work Experience RequirementsAt least 6-8 years in a similar role Exposure to System and computing operations including Helpdesk Support Role

Workflow
Workflow Type


L&S-DA-Consulting