We are currently seeking a Project Program Mgmt. Senior Specialist to join our team in Noida, Uttar Pradesh, India.
Responsibilities
- Solid knowledge and experience of Service Desk function with thorough understanding of standard Service Desk SLAs and KPIs including their calculations and data sources, reports etc including Telecom and ITSM related metrics etc.
- Owner to identify and execute Service Improvement plans/projects including process improvements, quality, cost, volume reduction, SLA Mitigation, efficiency improvements etc
- Owner for Project Management of all on-going improvement initiatives including control and report actions on sustaining initiatives
- Ability to identify/drive transformation initiatives/projects including efficiency improvements, cost resource optimizations, volume reduction opportunities etc that may also involve tools and technology dependencies to drive improvements
- Foundational knowledge of common end user digital transformation/innovation/automation/next-gen solutions related to RPA, Chat Bots, Password manager,
CTI including, password reset self-help/self service solutions etc.
- Work closely with Tools/Technology/platform team/owner implementing/deploying the transformation/automation solutions in a project manager capacity to ensure solutions deployed are per defined timelines to support transformation activities planned for any volume reduction and efficiency improvements
- Good understanding and working knowledge of SD solution/staffing models like SD calculator, Cost model, staffing/scheduling tools like erlang-c or any WFM related tools.
- Knowledge experience driving service improvement projects related to quality like CSAT, First Call resolution, shift left from Level 2 to Level 1 or L2 to L1.5 remote resolution desk, L1 to L0 via self-help/self-service etc
- Work closely with Internal and external stakeholders including Account delivery Client to discuss/review/present Service improvement actions, RAI
📌 Project Program Mgmt. Senior Specialist (Noida)
🏢 NTT DATA Business Solutions
📍 Noida
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