Job DescriptionExperience – 6-10 years

NBudget – 6-8 LPA

nAccount – Kotak

NLocation – Goregaon

nSkill – Desktop support Site Incharge/TL

NJD – below

nRoles and Responsibility

N

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




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

nContact Detail:

[email protected]

[email protected]

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