Operations Manager

Responsibility:

• Experience of handling\working with a full-fledged Service Desk, knowing end to end processes.
• Good Knowledge of ITIL Processes and hands-on experience of Service Management (Incident\Problem\Change).
• Leading and Driving P1\Major incidents\call to closer.
• Handle User\Sr. Management escalations and driving them to closer with positive CSAT.
• Review with different Business\Key stakeholders on support and feedbacks. Driving SIPs for pain areas.
• Driving internal IT projects e.g. OS upgrade, system upgrade, software/application related projects, etc.
• Presenting Weekly\Monthly Dashboards to customer with in-depth analysis.

JD for the role is mentioned below.

• Lead and manage on-site support delivery for all supported businesses and functions, across sites.
• Guide and support the incident management team during major\critical incidents with accurate impact assessment.
• Manage effective communication with stakeholders during planned and unplanned incidents\escalations.
• Manage Technical & Management bridges (on request from TMBS, if feasible) based on the priority of the incidents.
• Manage escalations, review & actively drive unresolved calls or incidents towards closure.
• Periodically review with business.
• Drive on-time documentation, logging and tracking of calls.
• Ensure reports are published on time.
• Drive Projects and Transitions with periodic updates to stakeholder and project teams with proper documentation.
• Maintain a holistic view of open incidents\ service requests and assign tasks to team members in accordance with the issue priority. Ensuring that tickets are addressed within the timelines and defined specifications (SLAs).
• Collect and analyze MI on documented and logged calls and their closure, user satisfaction surveys & feedback and plan for deviations or corrective action;
• Optimize resource utilization through improved productivity - analyzes help desk activity and drive for increased organizational efficiency and effectiveness.
• Implement staffing and scheduling models to ensure adequate coverage as per business requirements.
• Coach, guide and support team to achieve individual, team and overall objectives
• Actively conduct TNA for the team & ensure delivery.
• Drive root-cause resolution of recurring issues through effective coordination with various resolver groups & local Service Desk teams. Keep stakeholders regularly informed.
• Provide day-to-day supervision of staff assigned to his\her area of control.
• Provide timely feedback to management regarding issues affecting the quality of service to the client.