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(1)8 Technical Process Jobs in Mohali
SD Lead
Axiom Technologies
posted 9d ago
Job Role Insights
Key skills for the job
Job Description
- Own, manage, and be accountable for the service performance a specific customer contract(s)
against the contracted OLA/SO
Be the single point of contact for the Service Delivery Manager(s)
Represent the Service Desk at relevant meetings (organize and participate to monthly
project reviews)
Be involved in managing the contracted relationship with third party suppliers, where this is relevant
Maintain good liaison with other delivery groups and teams
Maintain good liaison with Service Manager to ensure they are satisfied with the services
provided by the Service Desk
Maintain an effective understanding of the customers business, business requirements, IT needs and how IT will support and enhance their business
Review daily, weekly and monthly KPIs reports for the assigned customer account to ensure that service is delivered according to Global Service Desk standards (quality, productivity and time wise)
Define and maintain a Service Description(s) and OLA/SO document(s) for an assigned
customer account(s)
Act as the escalation point for technical, process and OLA/SO issues raised by Service Desk teams
Plan, schedule and allocate work across teams so that the service provided to the customer is in accordance with the OLA/SO
Assess impact and validate/approve change of scopes (OLA/SO and/or scope of service)
Review and analyze call volumes by hour and adjust resource levels and shifts accordingly
Identify and take appropriate actions based on daily, weekly and monthly KPI reports;
Undertake resource planning and to assess impact of resource utilization on profit margins and budget
In conjunction with the Operations Manager determines how to best manage changes of
scope for an assigned account(s) that will eventually impact the service delivered.
- 5+ years of relevant experience.
Employment Type: Full Time, Permanent
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