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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | BPO / Call Center |
| Functional Area | Sales / BD,General / Other Software |
| EmploymentType | Full-time |
Customer Interaction: This is primarily an outbound role i.e. activities you will be responsible for will directly involve customers or a representative at our US office, and is communication heavy rather than troubleshooting or task execution. You will be attending scheduled conference calls with customers and US counterparts for regular work planning and projects. Sometimes you will be the primary driver of these meetings and will be responsible for coming up with the proper agenda items and lead the conversation, prepare and circulate minutes of meeting. You will be responsible for effective relationship with customer representatives.Process Leadership: You will be responsible for service level agreement (SLA) adherence and reporting to customer and Stratogent management on regular and frequent basis. Highlight the delivery issue to higher ups, work with leads and managers to improvise the process for better and effective deliveryProject Management: Prepare project plan and customize templates per the technologies and customer specifics. Responsible for taking a project work breakdown structure and turn into a professional project plan with resource assignments, dependencies, milestones, critical path identification, cost estimation and optimization etc. You will also be responsible for keeping the projects running in parallel with day to day operations, ensuring resourcing is done and completion dates are feasible. Does time and cost accounting for projects and submits timesheets to accounts for invoicing project work.Incidents & Requests: Ticketing system owner for overall work queue for a set of customers. The focus is on completeness of ticket triage, ensuring timely updates to tickets, and proper prioritization and assignments. You will also determine what work items are active, what the customer expects (not the implementation details) , communicates ETA and priorities. Routes task items to the leads for distribution among the team. You will also act as interface with customer or with the US SDM depending on the client, takes heat and manages expectations when things go wrong. Manages and mitigates crisis incidents through excellent coordination. Keeps all the necessary stake holders (DM, US DMs , Stratogent management, client) updated at all timesCost and Quality: You are required to track and report the quality of deliverables and work with Leads and Managers for improvement of the same. You will also be tracking and reporting the resource utilization, cost of delivery and projects for the set of customers.Must- have Skills: Must have a technical background, with prior hands- on experience of system administrationMust have service mindset and empathy. Must deal with a level of ambiguity, chaos and apparent stubbornness from customers, and manage around it by thinking through the issue or request from the customer s perspective to drive to a reasonable conclusionMust have prior experience on Project Management and 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: Prior experience working at an ISP/ Managed Services/ IT Services company is preferred, and a background in dealing with global teams and remote teams will be a strong plus.Certification in PMP and ITIL will be a strong plusA strong plus would be breadth of technical experience i.e. candidate has done enough in cloud, networking, storage, backups etc.,
Keyskills :
service deliveryitilproject managementdeliveryslait servicesitil processglobal teamsservice levelcost accountingcost estimationresource utilizationoptimization strategiesstatements of wk sowfinan