- Demonstrates thorough knowledge of contractual commitments SOWs MSAs pertaining to day to day operations and specific deliverables in order to ensure compliance
- Demonstrates strong understanding of operational risks and liabilities for the engagement take corrective actions
- Demonstrates working knowledge of unit management operations processes and tools ITSM CRM Financial planning Quality management
- Demonstrates robust knowledge of end to end staffing management practices to manage projects independently
- Demonstrates strong knowledge of planning and forecasting tools to ensure adherence to project timelines
- Applies strong knowledge of quality improvement techniques and models like lean six sigma
- Signs off on the training certification methodology at the engagement level to ensure right skilling
- Co ordinates resource deployment across all processes for the engagement team size span shift Utilization skill sets technology rollout
- Signs off on the service quality plan including the quality control assurance and improvement to create a comprehensive quality program for the engagement
- Demonstrates strong understanding of alignment of own function drivers to short and long term business drivers and looks at driving greater efficiencies and effectiveness through optimization
- Continuously sets challenging goals for the teams and provides support to team by proactively anticipating road blocks and looking at means to improve them to delivery best organizational results
- Builds context and common platform and uses appropriate data examples to support complex ideas adapts the message to the audience group for good understanding
Key Responsibilities:
- Plans and monitors the resource deployment team size span shift utilization skill sets technology rollout and ongoing monitoring for specific processes in order to ensure operational compliance
- Prepares and Reviews training staffing plan and work allocation in order to achieve production targets
- Identifies training needs for TLs reviews training plans created by the TLs for their teams and monitors training implementations in order to improve competency development across domain
- Reviews process specific quality plan including quality control assurance and improvement in order to create a comprehensive quality program
Technical Requirements:
- Min
- 7 yrs
- experience in managing Service Desk Operations Or Tech support operations in Infrastructure support or Application support environment
- Advance knowledge and understanding of OS Windows XP 10 Browsers MS Office suite
- Advance knowledge and understanding of Small Forms iOS Android Windows
- Intermediate knowledge and understanding of Registry Fix Patch upgrades Virus T S Security Encryptions Network collaborations VPNs