Job Description

:

Position Title, Responsibility Level
AVP
Function
Technology
Reports to
Sr. AVP/VP
Permanent/ Temporary
Permanent
Span of Control
AM/LAM/Managers
Location
Noida
Basic Business Function

• In-depth understanding of ITIL principles and hands on experience of establishing a support/operations team
• Expert in creating and managing end-to-end project plan along with estimation, task tracking and regular updates.
• Exposure to multiple ITSM Tools (preferred to have experience on Remedyforce)
• Expert in managing voice call data routed from Voice calls and related metrics like AHT, ART, answered/abandoned call details etc.
• Expert in handling helpdesk team based out of different geographies

• Sufficient level of technical background to provide highly-credible leadership to development teams and to be able to accurately and objectively evaluate complex project risks and issues
• Ability to provide summarized view for leadership and collaborate with customers and develop strategies and solutions of high business value

• Very effective interpersonal skills including mentoring, coaching, collaborating, and team building.
• In-depth knowledge and understanding of business needs with the ability to establish/maintain high level of customer trust and confidence

• Proven ability to lead helpdesk/service desk projects and ensure objectives, goals, and commitments are met

• Excellent oral and written communications skills and experience interacting with both business and IT individuals at all levels including the executive level
• Creative approach to problem-solving with the ability to focus on details while maintaining the big picture view
• Develop and drive Helpdesk Roadmap in coordination with Business, Product teams and Partners
• Interface / liaison with HR and vendors for timely onboarding of new and backfill resources
• Interface / liaison with internal Global Technology and other EXL Business teams to ensure smooth operations and strategic growth

Required Skills Set

• Technical Skills
• Good understanding of Software applications architecture, types of applications, software components, applications production support, application deliveries & deployments, batch jobs, Sql Server Database etc.
• Good understanding of ITIL processes and Service Desk operations
• Good knowledge on ITSM Tools like ServiceNow, Remedyforce
• Good understanding on third party tools like JIRA, Site 24x7
• High level understanding of Servers and Cloud Infra
• High level understanding on DevOps tools like GitHub, Jenkins

• Publish reports/dashboards for Business and Leadership
• Excellent skills in collating meaningful dashboards and reports for Senior Leadership / Business Units / Board Members
• Excellent Knowledge of MS tools (MS Project, Visio, Excel, PowerPoint)

Project Management Skills

• Understanding of Project Management skills (certification preferred)
• Advance knowledge of project management tools such as Excel, PowerPoint, MS Project and Visio / others
• Strategic thinking skill to plan and achieve long term goals
• Excellent Presentation and Communication Skills

Other Soft Skills

• Strategic thinking and Innovative approach
• Negotiation and persuasion skills
• Consultative problem solving skills
• Good analytical skills
• Excellent Presentation and Communication skills both written and verbal
• Self-starting, self-motivating, and capable of making decisions independently

Education Requirements

• BS/BE/MCA graduate (Mandatory)
• MBA from premier Business School (Mandatory)
• Certification in Project Management, Software standards (preferred)

Work Experience Requirements

• Total of 14-16 years of middle management experience in Operations Support
• Experience with Business Technology, Platform Support for an IT-BPO company is preferred

Annexure:
Acknowledgement (acknowledge that the information contained in this document is factual and complete)
Candidate Supervisor/Manager Date