Manager - IT Operations (End User Services)

Job Description

*With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us. Inviting applications for the role of Manager, IT Operations (End User Services)In this role, you will be the Single Point of Contact for Operations team and assume overall responsibility of end user services for the defined territory.ResponsibilitiesWorkforce Management and Engagement
• Handle a strong outsourced team of 250+ technical resources providing Level 2 deskside services to end users and hands & feet support to other functions/horizontals in the organization. (Desktops, Laptops, Thin Clients, Print/Scan Devices, Desk phones, Hands and Feet Support to Data Centers and Hub Rooms)
• Pay attention availability and quality of resources. Early Warning Signs, Attrition & timely Replacements. Regularly evaluate training needs and get them organized. Regular connects with team to keep them motivated.
• Strong Inter Personal skills to drive the team.
Operations Governance
• Establish Operations review structure to collect pulse of operations covering End User Experience, SLA performance, Ageing tickets, Re-open cases, VOC s, Tickets Hygiene, IT Onboarding and Offboarding.
• Participate in various scheduled Operations reviews, own and sign off P4 and service request performance.
• Handle business blocking issues and demonstrate strong customer centricity skills while handling them.
• Work closely with Operations teams to identify improvement areas and initiate Service Improvement Plans in targeted areas for quantified improvements in stipulated time. (CSI)
• Establish documentation and procedural standards for End User Services and work with other regions to build standard methodologies and implement globally.
• Strong analytical skills to analyze ticket dumps and other available data and draw inferences to improve operations.
• Good understanding of Ticketing and CRM tools. Provide feedback from time to ensure that ticketing and other self-help tools are configured and functioning accurately from end user point of view.
• Work Closely with IT Vendor Governance team to ensure partner is delivering services as agreed (SLA Management, Resource Management)
• Collaborate and work closely with SD & RST teams to ensure timely delivery to end users and identify areas which can be supported remotely or automated.
• Manage relationship with Corporate Business stakeholder and cater to their IT needs.
• Work Closely with ETO team to deliver end user services reciprocally.
• Collaborate with other functions and horizontals within IT.
• Leadership Connect.
Projects/Initiatives:
• Drive project activities for Infrastructure Upgrades/Refresh and new technology rollout and share leadership updates.
OEM/Partner Management
• Work closely with vendor partners to ensure accurate support to end users for warranty cases/cases in their scope.
• Regularly review their performance, share feedback and improvement areas with them.
• Advance Operational challenges if any.
• Working knowledge of any of the ERP & TMS systems like SAP, OTM, etc.
• Provide thought leadership to embrace new technologies, evaluate new technology, conduct feasibility and cost studies as well as internal studies of Genpact network performance and traffic analysis.
Others/Administrative Responsibilities:
• Contractor ID Management. (Extension, BGV Updation, Exits/Deletion for aligned team members)
• Ability to creatively seek internal clients requests to work around limitations of mobile app and registration site.
• Track AMC Contracts and initiate renewals timely. Finalize Scope for new AMC s/Renewals.
Qualifications Minimum qualifications
• Bachelors degree in Computer Science or equivalent subject
• Demonstrable experience in handling large end user setups in ITES/BPO Industry
• ITIL Version 3 or 4 foundation Certified
Preferred qualifications
• Strong domain knowledge and technical orientation
• Customer-service and problem-solving attitude
• Should be able to deliver on tight timelines
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.,

Keyskills :
service improvement plansit operationsearly warningcustomer focus