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Responsibilities Job Purpose/Scope: Operations Manager is fully responsible for managing operation(s) for Infosys Client(s) and ensures smooth everyday operation of the whole Client/Infosys engagement. Responsibilities: •In Depth understanding of Service Desk operations. Good understanding of ITIL framework and processes.•Focus on continuous service improvement, customer experience and Service Delivery•Manages the day-to-day operation to ensure team is achieving the client and internal goals and objective•Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently•Ensures that contractual requirement for the engagement are met. Effectively Manages expansion of the engagement •Analyzes the trends and plans accordingly, take proactive measures/actions to fix Risks before they issues•Ensures seamless communication and interaction with the all internal & external stakeholders including the client.
Acts as a contact and escalation point for all operational complaints and escalations•Ensures that the team is staffed in accordance with the relevant contractual documentation and operational requirements •Manages the whole operation with respect to people related matters, on the engagement level is responsible for retention and job satisfaction •In cooperation with other functions ensures timely billing and engagement budget management as well as appropriate infrastructure for smooth functioning of the engagement. •Represents Infosys and the engagement during meetings with existing and potential clients. •Is responsible for team members satisfaction, including welfare events and teambuilding’s. •Employee shall deal with sensitive/financial information of a client/internal Infosys processes•Work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.• Requirements: •Any Graduate •5 years of relevant work experience in managing complex service desk engagement and client interactions •Solid English Speaking and Written Skills•Previous exposure to multicultural working environment is an advantage •Good people management and customer handling skills •Analytical skills Educational Requirements Bachelor of Arts
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📌 Senior Technical Operations Manager (Pune)
🏢 Infosys
📍 Pune