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HARMAN

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3.8

based on 2.6k Reviews

208 HARMAN Jobs

Support operations manager

Harman Connected Services Corporation India Pvt.

3.8

based on 2.6k Reviews

5-8 years

Bangalore / Bengaluru

1 vacancy

Support operations manager

HARMAN

posted 28d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Support Project Management Operations Application Support Relationship Management PMP

+ 4 more

Job Description

The Shift manager is responsible for the effective and efficient operational support of Ignite product hosted in cloud infrastructure that support all business process across the customer projects

This individual will have a diversified background of cloud technical experience, ITIL project management acumen and excellent vendor management skills. This individual is responsible for operational service management processes to ensure quality, efficiency, productivity and agility goals are achieved.

Supervisory Responsibilities:

Yes. Offshore Customer Team will be Indirect reporting/Or, Individual contribution. Approx size would be 20-30

Shift Manager will work as command center a 1st level management team to manage 1st level escalations and shift related activities.

Job Responsibilities:

List the professional and/or technical competencies needed when performing the key responsibilities of the position. Explain the degree to which this position affects the business (i.e. making decisions, defining or setting strategy, etc.). Please further explain the breadth of the impact this position has (i.e. affects own team, department, function, division, geography, etc.).

Supervise day-to-day operations of the 24x7 Tier 2 support team
Accurately prioritizing incident, request and problem cases in real time based on existing SLA definitions
Effectively managing crisis scenarios (ex: service interruptions, urgent production bugs, escalation requests)
Effectively leveraging team members to meet SLAs in times of higher ticket volumes to minimize missed support opportunities
Being the technical and soft skills lead for Tier 2, ensuring that established processes and procedures are followed
Promoting effective communication between team members
Being the Point of Contact for internal and customer questions during the shift
Working high priority cases and reviewing escalated cases to ensure no high priority cases were missed
Works with customer operations teams to ensure good coordination of IT changes without impacting business processes.
Define, document, agree, monitor, measure, report and review the level of IT services provided
Monitor and improve customer satisfaction with the quality of service delivered
Monitor service performance against SLAs
Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
Review and revise underpinning agreements and service scope
Produce service reports
Conduct service reviews and instigate improvements within an overall Service Improvement Plan
Supports the sourcing strategy, and provides oversight for IT vendors relationship management.

Basic Qualifications: List the minimum and desired education (including degrees, licenses, certification or registrations) and experience needed to perform the key responsibilities of the position.

10-12 years of experience in IT of which at least 5 year experience in customer support projects
Candidate should be a B.Tech/B.E/M.Tech in E&C or Computer Science
ITIL/PMP Certifications
Displays a calm demeanor in critical situations
Application support hands-on experience (not IT/heldesk support)
Ability to work in shifts in a 24x7 and night shift for long term (Mandatory)

Preferred Qualifications & Desired Competencies :

Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts
Prioritizing competing inquiries so that all customers are serviced according to established SLAs
Communicating technical information in a way that is easy to understand by customer
Excellent knowledge in Cloud based infrastructure preferably AWS
Expert in managing cross-functional teams, influencing key stakeholders, across the organization and within complex contexts
Experienced in establishing ITIL based standard processes and managing performance to achieve key metrics
Proven experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support
Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role
Excellent service management planning and execution skills
Demonstrated ability to develop and execute a plan that ensures that the right people are in the right roles at the right time, and that employees are highly engaged and satisfied