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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Telecom / ISP |
| Functional Area | General / Operations Management |
| EmploymentType | Full-time |
Manage a team of Service Desk Advocates aligned to a business sector within theCSC To be accountable for the day to day performance at both individual and team levels. Manage the day to day operations, including allocation of workload and resource management. Lead the team through times of change and work closely with other parts of CSC and the rest of the business to ensure that best practices are shared.Day to Day Operational Management of a team of Service Desk Advocates. Hero KPI s.Accountability for both individual and team performance management, including quality capture and assessment. (CSC Quality Frame work to be followed and to be reported to Line Manager)Responsibility for team motivation / Cash Awards / Nomination for and incentivesCarry out Training Needs Analysis and provide training for team membersIdentify career development opportunities and provide support for team membersEnsure that formal monthly 1-2-1s are carried outand documented (Only for People Managers)Ensure that PD 2020 is followedEnsure that Succession Planning is in place and regularly reviewed (Self)Ensure that communication plan is adhered to. (Vodafone Communication through webinars/Cascades / Al Hands and E-mails.)Completing the mandatory and other assigned coursesassigned by L& D team.Facilitation in team meetings and record MOM. Closing of open action.Escalation Management -Customer, Stake holders and OLO. Also active participation in Customer / OLO / Vendor Meetings.Support the implementation of new products and services. Conducting ORT under Modeloffice process.Provide evidence and feedback to carrier complained for OLO Performance 3rd party Vendor performance to Vendor Manager.Work with internal resolvingagencies to support and also improve services.Work with CSC colleagues and Business Excellence teams to ensure that best practices shared and followed. Also contribution to the projects run by B team to increase the productivity and efficiency of CSC teams.Ensure that HR policies and procedures are adhered to at all timesEnsurethat Health and Safety guidelines are followedAct as Deputy in absence of Team LeadUndertake any adhoc duties requested by LineManagerBachelor of Engineering in Electronics and Communication EngineeringITIP V3 Foundation or ITIL 4 foundation Certified -MandatoryCCNA Certified Mandatory ( CCNP Preferable)Preferable proven track record of managing high performance teams (5 to 6 Years of Experience)Experience of leading teams through changeStrong communicator both verbally and in writing (VersentTest score should be above 60%)Ability to manage individual and team performance at all levelsAbility to manage operational workloads and resource managementA passion for delivering a great service experienceAbility to go the extra mile for our customersAbility to deliver commitment and exceed targetsThe ability to negotiate with key stakeholders / Excellent Interpersonal skillsOrganization and time management skills essential (My Time)Resilience and the ability to work under pressure, and to pressing deadlines / SLAs,
Keyskills :
documentation finance insurance mis rainingneeds trainingneedsanalysis highperformanceteams needsanalysis servicedesk