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