Experience – 6-10 years

Budget – 6-8 LPA

Account – Kotak

Location – Goregaon

Skill – Desktop support Site Incharge/TL

JD – below

Roles and Responsibility

- To ensure that service norms committed to the customer are met
- To ensure implementation and maintenance of Quality Management Systems in the respective accounts.
- To prepare Action plan for all Complaints received and drive till closure along with PM
- To review Action plan with Customer before execution
- To undertake SIP and run till successful implementation
- Ensure customer satisfaction by responding to the escalations regarding services offered
- Review performance with the customer periodically during on-going phase
- Ensuring smooth operations for all systems across the IT teams
- Improving on team performance by improving on the SLAs delivered
- Maintain SLA doc for all the activities performed by the team, collect performance data, analyze, and publish
- To ensure implementation of processes for all services covered in the contract
- To escalate the quality issues beyond control to defined escalation point as the case may be
- Conduct weekly review with team, identify gaps and take corrective action




- To conduct final audits for all services
- Responsible to achieve uptime commitment as defined in SLA
- Monthly meeting with the Customer, analyze data & present reports
- Ensure that all NCRs /corrective actions identified in internal and external audits
- To identify training needs for all the engineers working in the accounts handled
- Responsible to achieve uptime commitment as defined in SLA
- Defining and maintaining the Standard Operating procedures
- Preparing and analyzing reports and sharing the same with customers and team Members
- Escalation of site related issues to the Program Manager e.g., Absence of key members of team, indiscipline, Problems with customer setup proactively
- To allocate/jobs to the team at site
- Monthly system release calendar to be maintained and shared with the COPS users
- Ensure the MIS reports in the defined format are shared with all stakeholders as per defined frequency
- Share KPIs tracked on mail and improved with status on quarterly basis at operation manager level with customer.

Contact Detail:

[email protected] [email protected]

📌 Team Lead (Mumbai)
🏢 RENOVISION AUTOMATION SERVICES PVT.LTD
📍 Mumbai