LOCATION Mumbai, DOMAIN Tech Support Level (L1/L2/L3) L3 Required Relevant Domain Experience 12-15 Years relevant experience

Job Type
(Onsite/Remote) Onsite Shift details (General/ 24X7) General Qualification B.
E./Diploma/BSC/BTech (No education gap, Full time) 1. B.
E. / Diploma [ In Computers Science, IT , Electronics & Telecommunication] [ Civil and Mechanical not preferred] 2. B.
Sc. -IT 3. BCA or MCA [Full time course from a reputed University] 4. No gap in education [Passing year for S.
S.
C, H.
S.
C. and Degree/Diploma to be mentioned] Certifications Required if ANY Relevant Certification (Preference) Specific Remarks/Requirement by customer Technical FMS Service Support & EUS product working experience is Mandatory plus team management Role Purpose In order to fulfil the objectives of providing Technical FMS Service Support & EUS product AMC for DHL Group on team management JOB RESPONSIBILITIES 1 Ensure all defined processes are followed 2 Ensure Proactive actions taken for missed SLA calls & recent initiatives implemented 3 Control attrition 4 Ensure Customer satisfaction 5 Suggest Process improvement 6 Ensure customer reviews are organized on weekly,



Monthly & Quarterly basis 7 Technical & process Training to be planned for Team and assessment test. 8 Educate customer on new Technology solutions 9 Regular team meetings 10 Governance Review with Stakeholders 11 Plan training for onsite resources 12 Rewards & Recognition on regular intervals for team 13 Team Bonding activities to be planned for onsite resources 14 Critical gap assessment 15 Ensure Preventive maintenance at RE and non RE sites 16 Quarterly 1 site in each region to have BCP rehearse Technical Skills/Knowledge Requirement 1. Overall Operational Stability 2. Day-to-Day Operations Management 3. SLA Performance Management 4. Incident & Major Incident Oversight 5. Problem Management & RCA Governance 6. Compliance with Audit & Policies 7. Operational Risk Identification & Mitigation 8. Vendor & Third-Party Coordination 9. Change Impact Oversight (Operational) 10. Billing Management 11. Weekly / Monthly Service Reviews 12. Stakeholder Management (Customer / DHL IT) 13. Reporting & Management Dashboards 14. Continuous Improvement Initiatives 15. Escalation Governance & Decision Making

📌 Program Manager (Hyderabad)
🏢 Algoleap Technologies
📍 Hyderabad