Job Description (Posting).
Position: Operations ManagerEducation: B.E./ B. Tech / M.B.A , ITIL / PMP certifications desirable 8-10 years experience profile accountable for end to end IT Infra delivery in the EUC space Management of Service Desk team of direct and indirect reports; and responsible for driving performance against agreed Service Level Agreements (SLA's) Develop and implement procedures to provide high quality services both internally and externally Generate ideas and implement methods to improve call resolution Improve efficiency and effectiveness of help desk activity by analyzing and proposing recommendations Manage staff levels and scheduling to provide full cover during required business hours To optimize customer support, provide staff with regular training and appraisals Strong Leadership & customer relationship skills and drive to push things within and outside the system. Team Size 30-40 plus Overall Strong Technology Landscape understanding & experience in managing overall IT Infra. End User Computing Service Desk Desktops & Laptops Support. Blackberry Support. Teleconference. Knowledge of Data Center Technologies ITIL process definitions and implementation. Preferably ITIL certified. Understands the process gaps and implement necessary changes to align to ITIL guidelines Automation in service delivery Encourage automation in service delivery to improve response and service. Innovative ideas Values adds - Encourage innovative ideas that has direct impact on resources, revenues without any disturbance in the existing services. Resource management. Ensure optimal resource utilization and YOY show improvement in resource utilization. Utilization Manage the optimal utilization of resources and man power to deliver the agreed services to customer. Understanding of P&L management Management reporting Responsible for timely and accurate reports about the performance of the team and the environment that is being serviced. Generate appropriate reports to higher ups within HCL and for the steering committee meetings with the customer. (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.