Summary
Provides Support for Azure and Google VDI platforms, as well as the Genesys Cloud ACD/Routing platform and the related integration and connectivity between the CCaaS platform and network systems.

Key responsibilities:
- Manage a team of highly trained Technicians.
- Client /Customer/People Management
- Manage team deliverables as per the guidelines.
- Drive Performance in the team to meet targets.
- Improve training standards/methodology and processes.
- Manage daily team activities and ensure daily operations run smoothly.
- Drive team adherence and manage scheduling.
- Drive Continuous Improvement in the team along with metrics improvement.
- Performance management of the team including career development
- Knowledge management for the floor
- Participated in calibration of Trainers and QAs within the team and trainer teach back sessions.
- Complete all assigned, mandatory training within the timeframe provided
- Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.

Desired Skills :




- Must be having hands-on Experience on Azure, GCP and AWS Preferable
- Hands on experience in VDI environment and troubleshooting skills, remote desktop support.
- Provide telephony & chat support in performing installation and troubleshooting on Operating systems, soft-telephone, and applications.
- Attending to break/fix engagement as required for technology related problems and issues for all P1/Sev1 incident.
- Prepare, maintain, and submit reports and applicable records of system inventory, ticket SLA etc.
- Hands on experience in Incident and Change management.
- To be an SME for the team, coach and train the team on soft skills and Technology.
- Coordinate as smart hands with different portfolio and engineering work groups.
- Excellent voice/telephony skills, Good Written & Verbal Communication Skills
- Excellent customer service skill and client management skills
- Willing to work in 24/7 work setting, predomina

📌 Associate Manager, Global Service Desk (Gurugram)
🏢 Concentrix
📍 Gurugram