Service Management Lead

Project Role : Service Management Lead
Project Role Description : Lead the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda
Must have skills : Contact Center Technology Capabilities
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As a Service Management Lead, you will lead the delivery of programs, projects, or managed services. You will coordinate projects through contract management and shared service coordination. Your role will involve developing and maintaining relationships with key stakeholders and sponsors to ensure high levels of commitment and enable the strategic agenda. You will be responsible for overseeing the successful delivery of services and ensuring customer satisfaction.

Roles & Responsibilities:
- Lead the delivery of programs, projects, or managed services.
- Coordinate projects through contract management and shared service coordination.
- Develop and maintain relationships with key stakeholders and sponsors.
- Ensure high levels of commitment and enable the strategic agenda.
- Responsible for team decisions and managing the team to perform.
- Engage with multiple teams and contribute to key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Collaborate with team members and be an SME in the field.
- Contribute to the overall success of the organization.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Contact Center Technology Capabilities.
- Strong understanding of service management principles and best practices.
- Experience in managing service delivery and ensuring customer satisfaction.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make informed decisions.
- Knowledge of project management methodologies.
- Experience in contract management and vendor coordination.

Additional Information:
- The candidate should have a minimum of 5 years of experience in Contact Center Technology Capabilities.
- This position is based in Bengaluru.
- A 15 years full-time education is required.
Roles & Responsibilities:- Provide ongoing technical support and maintenance of production and development systems and software products for Contact Center Technology Operations.
- Troubleshoot and resolve hardware/software issues across all server and network areas.
- Implement technology at the operating system-level for particular software solutions/vendors/brands.
- Provide basic and intermediate level troubleshooting for configured services running on various platforms.
- Collaborate with cross-functional teams to ensure timely resolution of issues and effective communication with stakeholders.
Professional & Technical Skills:- Must To Have Skills: Strong understanding of Contact Center Technology Operations.
- Good To Have Skills: Knowledge of Network Infrastructures and Contact Center Technologies Implementation.
- Experience in providing technical support and maintenance for production and development systems and software products.
- Experience in troubleshooting and resolving hardware/software issues across all server and network areas.
- Experience in implementing technology at the operating system-level for particular software solutions/vendors/brands.
- Experience in providing basic and intermediate level troubleshooting for configured services running on various platforms.

Summary
Looking for Candidates with in depth knowledge in Cisco UCCE and Verint Recording Servers. Having a good understanding of the UCCE architecture and call flow. Person will be responsible for day to day operations of the Contact Centre setup with experience in resolving P1 and P2 incidents improve agent effectiveness and increase customer satisfaction.
Your typical day will involve creating focused communications to reinforce existing processes or introduce new ones, as well as helping manage the tools and provide required trainings to the team members.
You will play a crucial role in ensuring effective running of contact center environment.

Key Responsibilities
â?¢Expected to perform independently and become an SME.
â?¢Required active participation/contribution in team discussions.
â?¢Troubleshoot/supervise to resolve any hardware/software issues across all server and network areas.
â?¢Contribute in providing solutions to work related problems.
â?¢Assist in managing the tools and platforms used for smooth running of operations.
â?¢Collaborate with cross-functional teams to gather information and insights for better understanding of the network.

Professional & Technical Skills:
?Should have a minimum of 8-10 years of experience in Contact Center Technology and strong understanding of the same.
?Experience in providing technical support and maintenance for production and development systems and software products.
?Experience in troubleshooting and resolving hardware/software issues across all server and network areas.
?Experience in implementing technology at the operating system-level for particular software solutions/vendors/brands.
?Experience with customer relationship management (CRM) systems
?Ability to work collaboratively in a team environment.
?Open to work in shifts
?A 15 years full time education is required
Technical Skills:
?Cisco Ingress, Egress, and VXML Gateways
?Cisco Unified Customer Voice Portal
?Cisco Unified Contact Center Enterprise
?Cisco Virtualized Voice Browser
?Cisco Finesse
?Cisco Unified Intelligence Center
?Verint Recording Server
?Calabrio (WFM)
?CVP Call Server
?CVP Media Server
?CVP Reporting Serve

Good To Have Skills:

?Knowledge of Network Infrastructures, Routing and Switching, Security/firewalls, CUC/Unity, CUCM etc.
?Certifications like CCNP, CCIE
Qualification
15 years full time education