| Hyderabad Jobs |
| Banglore Jobs |
| Chennai Jobs |
| Delhi Jobs |
| Ahmedabad Jobs |
| Mumbai Jobs |
| Pune Jobs |
| Vijayawada Jobs |
| Gurgaon Jobs |
| Noida Jobs |
| Hyderabad Jobs |
| Banglore Jobs |
| Chennai Jobs |
| Delhi Jobs |
| Ahmedabad Jobs |
| Mumbai Jobs |
| Pune Jobs |
| Vijayawada Jobs |
| Gurgaon Jobs |
| Noida Jobs |
| Oil & Gas Jobs |
| Banking Jobs |
| Construction Jobs |
| Top Management Jobs |
| IT - Software Jobs |
| Medical Healthcare Jobs |
| Purchase / Logistics Jobs |
| Sales |
| Ajax Jobs |
| Designing Jobs |
| ASP .NET Jobs |
| Java Jobs |
| MySQL Jobs |
| Sap hr Jobs |
| Software Testing Jobs |
| Html Jobs |
| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Network / System AdministrationGeneral / Other Software |
| EmploymentType | Full-time |
What will your role be
Key Responsibilities
Manage all of the operational and daily activities of the Service Desk team to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the global client contract and based on established company objectives.
Work with the wider global operations team to ensure the effective running of the Service Desk
Responsible for developing and documenting processes and procedures, particularly in an SLA driven environment.
Participate in resource management meetings on a weekly basis to identify resource-requirements across the department and to ensure optimal productivity levels are achieved by all technical resources each week.
Proactively manage communications relating to technical support, operations, changes, outages, and issues in a timely, professional manner.
Serve as a key point of contact for all matters related to the Service Desk, including implementation of Service Desk strategy and initiatives, client and/ or account team escalations, Service Desk reporting, Service Desk productivity, and Service Desk hours of coverage.
Develop the team members, assign duties and manage performance.
Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff.
Manage resources to achieve objectives and satisfy client requirements; promote a cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness.
Report priority escalations to the next tier of support.
Provide direction in complex problem-solving situations and participate in direct interaction with technical resources when required.
Run the Service Desk team for 24 x 7 operations to support across the Global Service Desk requirements.
Willing to work in shifts as needed and manage the team for 24x7 smooth operation.
Responsible for reporting on Operational KPIs in our tooling and maintaining a suite of useful metrics for the Infrastructure Team.
What are we looking for
Graduate/Post Graduate degree in the field of Computer Science or Information Technology
Minimum of 8+ years of experience in combination with 3 or more years of managing IT personnel
Excellent English, communication, and customer service skills required.
Strong customer service orientation
Familiarity with ITIL principles or certification preferred.
Proven track record of developing and providing SLAs and deliverables
Experience with ServiceNow ITSM and the reporting functionality
Experience working with Global Service Desk Operations
Knowledge of Cloud Services and practices and how computer systems relate in a Cloud world. Experience with Cloud is a plus.
Operating System - Experience of Operating Systems, both Windows and Linux.
ITIL minimum - Understand the core principles of Incident, Change, Problem and Request Fulfilment.
Collaboration - Actively shares skills and knowledge with peers and builds productive relationships.
Keyskills :
problem solvingservice orientationincident managementservice levelcustomer service orientationcomputer scienceresource managementaustralian equitiesglobal operationsservice deskbehavioral trainingcustomer serviceclient requirementsinformation