Operation Manager

We are hiring Operation Manager/ Helpdesk Manager !!

Job Location- Noida Sec 125 Work from Office (General Shift)

Role Overview:

Primary Job Responsibilities:

1. Manage a team of 12-15 FTEs for different processes and sub processes of Shared services.
2. Timely and First Time Right resolution for support tickets / incidents. ~50% to be acted by team, and remaining needs coordination with different process teams.
3. Monitor and maintain the Quality as well as TAT. Follow up with different parties involved.
4. Continuous process improvement, mentoring team member.
5. Periodic Reporting for internal and external reviews on Volumes / Quality / TAT / Output per FTE etc.

Nice to have:

1. Experience of any BPM / ERP tool

2. Experience in client facing role, preferably in a shared service environment managing multiple clients

Must Have:

Hands on experience in any ITSM incident management tool.

Working knowledge of different Master Data in SAP

Team handling capability

Reporting and presentation skills

Knowledge of basics of accounting/finance

Behavioral Competencies:

Solution oriented, collaborative

Person who provides guidance, instruction, and direction to a group of individuals (the team) for the purpose of achieving the results

Interested candidate can share their resume at sunandal@quintesglobal.com with their current CTC, Exp CTC & NP