Job Description

At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology.
Grade : T5 (Sr IT manager)
Location : Preferably Bangalore
:
As a senior Service Desk manager you would require to manage Incident, change & problem management functions for Cadence’s global IT operations 24x7. The Job also requires you to strategize & continually upgrade services by using automation. You are expected to be a process oriented to ensure all operations of Service Desk are performing per state KPA & SLA’s
Key Roles & Responsibilities:

• Very good understanding of Service Desk, and associated Metrics, KPI and reporting. Ability to manage service desk using metric, KPIs and other indicators
• Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations. Ability to manage and work with stakeholders across geographies, handle escalations as necessary
• Drive problem management process to provide detailed service analysis , to identify areas of improvement .
• Develop daily, weekly, and monthly reports on Service Desk team
• Manage and drive different enterprise level major incidents in partnership with multiple Technology teams, Business partners and other Technology Vendor partners
• Perform timely engagement and escalation to required technical teams and leadership
• Manage the Change manage process ; track all changes and ensure all due process is followed.
• Ability to upskill and develop team through regular mentoring, feedback and trainings Effectively managing, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from service and operation performance reviews.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.

Requirements:

• BE with more than 12 years of experience
• Should have relevant years of experience in managing large service desk/s.
• Experience managing a 24*7 service desk
• Excellent written, verbal and presentation skills with a proactive and agile approach to communication, coordination, and escalation management
• Experience in implementing chatbots, self-help, KB platform etc
• Experience in managing vendor resources
• Excellent communication & coordination skills
• Very good IT operations admin experience

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