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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | BPO / Call Center |
| Functional Area | SBU Head / CEO / Director,Sales / BD |
| EmploymentType | Full-time |
Responsibilities: Technical Leadership: Provide technical leadership to the team in dealing with operational and project activities and establishes good working practices in the team. Help the team on escalated issues.Customer Interaction: Interact with the various stakeholders on technology and process , be part of CR review and technical review meetingsProcess Leadership: Review the delivery process and improve for better output from the team. Review the shift reports , escalations and assists managers with a SLA , customer onboarding , projects and customer satisfactionTeam Leadership: Manage and guide a team of senior and junior IT specialists who perform operational and project tasks during work shifts. Utilize staff strengths , mentor staff in weak areas and identify areas for improvements and trainingsIncidents & Requests: Identifies risky changes , and works out a contingency plan and is primary owner for incident reports that get sent to customers for major issues. Assist service delivery manager and other seniors: When he / she requests validation of work done or analysis of a new customer request , review the work or ticket.Quality: Track , report and improvise quality of deliverables (incident / problem solution , requests and project deliverables. Introduce innovative ideas to make it repeatable and sustainable practice for the team. Introduce innovative ideas for quality improvementsMust-have Skills: Must have prior working experience (Installing , configuring , managing and troubleshooting) in Windows Servers & Active DirectoryMust have prior working experience (Installing , configuring , managing and troubleshooting) either in Microsoft collaboration tools (Exchange , Lync / Skype) or VMWareShould have experience in preparing and reviewing the documents required to execute any minor or major changes and should have ITIL process knowledgeMust have prior experience of onsite-offshore delivery model and should have directly worked with US / European customers and colleaguesGood-to-have-skills: Candidate with breadth of technologies (patch management tools , Linux , Virtualization & Cloud technologies) and working experience with an ISP / Managed Services / IT Services company have strong plusRelevant certifications (ITIL , MCSE-Server , MCSE-Exchange , VCP etc.) will be a strong plus,
Keyskills :
service deliverysladeliverytransitioncustomer relationsit servicesitil processmanaged servicestechnical leadershipstatements of wk sowonsiteoffshe delivery modelking experiencecollabation tools