Operation Team Lead

Role & responsibilities

1- Support Change, Problem, Incident on crisis management and escalate to the Process owner and Service Manager if needed
2- Pilot and define Operational dashboard, develop and maintain Team Key Performance Indicators (KPIs)
3- Manage internal rituals with the France and India teams, ensure the coordination between France and India team to help on Team building.
4- Support the FR SDM with all aspects of Customer relationship (IT & end-users SPOCs)
5- Lead/participate with our different partners on management/operational meetings i.e. : Daily/Operations/Quality and perform actions follow up.
6- Support and Backup the Process Owner on all management tasks
7- Work with the Department Team leads on day-to-day operational issues and major incidents, monitor KPIs performance on daily/weekly/monthly basis (call volume, open call queue), in compliance with defined processes.
8- Be proactive to improve the Service : Reporting/ Communication/Training/ New joiner Guide etc...
9- Assist on INDIA operation recruitment (Incidents/problems, Change, CMDB and Tooling team members).

Preferred candidate profile

- Develop a good knowledge about SAE Infrastructure and applications scope

- Minimum 7-9 years of Team management Relevant ITIL Certification and knowledge is mandatory.

- Good knowledge to ITSM best practices (Service Now)

- Good Knowledge on Power BI report configuration will be appreciated

Interested candidate share their profile on jyoti.mehra@safrangroup.com with CTC & Notice Period details