Job Description
About the Company:
ARA’s client is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO), and Infrastructure services globally through a combination of technology know-how, domain, and process expertise. The accolades it has been garnering can be attributed to their undeterred focus on delivering quality solutions across verticals that meet the challenging requirements of their esteemed customers. They have also been ranked 29 of the 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.
The Role:
Sr. Manager- Service Desk
Key Responsibilities:
Supervise and review service desk activities
Review and ensure compliance to standards like GSD, PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams
Place hiring request and conduct interviews
Work with HR and support groups to improve employee retention and satisfaction
Conduct reviews on key performance indicators and provide feedback
Root cause analysis of escalation and SLA misses
Attend change meetings and manage change communication to production teams
Performance appraisal and normalization
Skills Required:
Technical Skills:
Client Technical Service Awareness – Intermediate
Windows XP navigation – Expert
Technical Troubleshooting – Account Management/password reset – Beginner
Technical Troubleshooting – Application/OS – Beginner
Technical Troubleshooting – End Devices – Beginner
Ticketing Tool – Beginner
MS Office – Advance
Avaya Operating skills – Intermediate
Avaya CMS Operations/Reports – Intermediate
Process Skills:
Information Security and Compliance – Expert
ITIL Foundation Concepts – Advance
GSD Standards – Advance
Quality Management Systems – Advance
Business Continuity Plan – Advance
QMS – Intermediate
ISMS concepts – Intermediate
ISO concepts – Intermediate
BCMS – Intermediate
PCI – Intermediate
Process Maps – Intermediate
Networking concepts – Intermediate
Client Process Knowledge – Intermediate
DMAIC Methodology – Intermediate
Client Business Awareness – Advance
Telephone etiquette – Advance
Email etiquette – Advance
Customer service skills – Expert
Analytical skills – Advance
Operations Management – Intermediate
Client Business relationship Management – Intermediate
SLA Management – Intermediate
Behavioral Skills:
Motivating Others – Intermediate
Conflict Management Skills – Intermediate
Patience – Advance
Managing Stress – Advance
Positive attitude to change – Advance
Attitude to feedback/willing to learn – Advance
Relating to Others – Advance
Influencing Others – Advance
Team Player – Advance
Solution-Based Approach – Advance
Follow Through – Advance
Recognize Efforts – Intermediate
Approachability – Intermediate
Dealing with Fairness – Intermediate
Fostering Teamwork – Intermediate
Qualifications & Experience:
Any Technical Degree + ITIL certified (Mandatory)
Passport (Mandate) Advantage – US business visa (B1)
Required Skills
Techincal Troubleshooting, Ticketing System experience, end user support, Service – Now. Hardware Competencies CISCO Routers / Switches / Wireless, team manager, Manager Servicedesk/Service Delivery Management
Educational Qualification
Any Technical Degree + ITIL Certification
Feb 10, 2023
Pay Rate
2800000 – 2900000 INR Per Annum
7 – 10 Years Exp.
1 Vacancy
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