Job Description

• 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

Personal Attributes/Traits

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

Competencies

• Business Foresight

• Influencing Others

• Fostering Partnerships With Customers

• Managing Transformation

• Driving Excellence

• Leading Teams

• Working Across Boundaries

Qualifications

Qualifications - External 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)
Work Experience (In Years) 6-10years

Primary Location: India-Maharashtra-Mumbai Work Locations: Mumbai - Paradigm Job: Manager Organization: ACM International - Offshore Support-India