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2674 Genpact Jobs
Assistant Vice President - IT Ops
12-17 years
₹ 32 - 41L/yr (AmbitionBox estimate)
Gurgaon / Gurugram
1 vacancy
Assistant Vice President - IT Ops
Genpact
posted 3hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Strong orientation to Technology Operational prerequisite e.g. Metrics , KPI and associated reporting
- Technical understanding of Service Management tools and associated Metrics, KPI and reporting
- Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in d ealing the customer escalations
- Manage the help desk team and evaluate performance
- Should be able to manage teams remotely and across geographies
- Manage business relationships with stake holders to guide and influence successful delivery of service in accordance with service level agreements/contracts/user experience/leadership guidance
- Supporting Organization projects from IT perspective to meet organizational goals
- Recruit, train and support help desk representatives and technicians
- Contribute to improving customer support by actively responding to queries and handling complaints
- Leadership interaction and handling business escalation
- Drive critical global failures impacting IT operations
- Establish best practices through the entire technical support process
- Follow up with customers to identify areas of improvement
- Develop daily, weekly and monthly reports on help desk team s productivity
- Provide customer feedback to the appropriate internal teams, like product developers
- Strong workforce management skills
- Knowledge Management of various documentation to drive operational efficiency
- Understanding of Ticketing system and associated changes impacting IT OPS
- B-Tech, BCA, Graduate
- Technical certifications in Cloud, Network, Virtualization
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written, verbal communications and analytical skills
- Global Team management skills
- Preferred inclination to Digital technologies like IT automation, Chatbot and AI etc
- Proven work experience of Service Delivery, Governance
- Sound understanding of Multimedia Call Center Technologies and various channels of support
- Should be able to deliver on Tight timelines and Demonstrate su ccess & achievement orientation
- Should have in depth understanding of ITSM
- Exceptionally high motivational levels and needs to be a self-starter
- Sound Understanding of IT Budgets and HC
- Strong Executive Presence to be able to manage Senior Leadership
Employment Type: Full Time, Permanent
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Rating based on 2 Assistant Vice President IT
reviews
Anonymous · Technology / IT
in Jaipur
In general, the work opportunities and work-life balance is there.
Job security Legacy way of working by senior management (preferred quantity over quality of work)
Read 2 reviewsAssistant Vice President IT salary at Genpact
What Genpact employees are saying about work life
Genpact Benefits
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