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 fo

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