- Manage a team of incident resolution specialists to resolve complex technical issues related to managed services, including AMS, IMS, PRP, RFP, SLA compliance, and service requests.
- Develop and maintain strong relationships with clients to understand their needs and provide tailored solutions for their IT infrastructure requirements.
- Collaborate with presales teams to develop accurate estimates and proposals for recent business opportunities.
- Ensure timely delivery of high-quality results by monitoring key performance indicators (KPIs) such as first-call resolution rates, mean time to repair (MTTR), and customer satisfaction ratings.
Job Requirements :
- 14-21 years of experience in IT services & consulting industry with expertise in managed services, solutioning, pricing, estimation, incident resolution etc. .
- Strong understanding of AMS/IMS technologies and ability to troubleshoot complex technical issues.
- Proven track record in managing teams effectively to achieve operational excellence goals like SLAs/KPIs.