Job Description

(Posting). ROLE AND RESPONSIBILITIESThis role is required to: Provide Quality support with a high degree of customer service, technical expertise and timeliness Provide Architectural and Governance leadership for planning, designing and supporting of existing/deployed DWP tools Need to be an excellent communicator with responsibility of interacting with business, other technology teams and third-party managed service providers Onboard new accounts to the operationalization team post tool deployment completion, ensuring smooth handover from deployment architects Communicate roles and responsibilities to the new onboarded tool admins/SME s Obtain necessary approvals from SSM (Service Success Manager) and SSH (Service Success Head) prior to tool onboarding Develop and maintain status tracker for all in scope accounts Work closely with the Admin/SME s to review the data analysis and scripting opportunities identified to reduce the cycle time or automate the workload Work closely with developers to get the required scripts created and implemented Conduct periodic maturity assessments for the tools in scope and identify the areas of improvement Conduct periodic reviews with SSM and share the results of maturity assessments and improvement opportunities Conduct periodic reviews with the customer stakeholder along with the SSM to share the value driven by the operationalization initiatives Work closely with the OEMs for any new update or enhancement and escalate any issues identified immediately Engage management if any deviation to set scope and metrics is identified (1.) To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders (2.) To ensure positive customer feedback and satisfaction thorugh active participation in customer meetings to understand any issues faced (3.) To validate Change Order Implementation Plan and Human Error Compliance and participate in Capacity planning (4.) To perform value addition activities (such as mentoring administratorsorteam members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as and when required. (5.) To ensure on-time resolution and quality compliance of escalated ticketsorincident as per the agreed SLA Qualification B-Tech Skill (Primary) Technical Skills (ERS)-Component Analysis-Quality Function Deployment (QFD)

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