Job Responsibilities
Facilitate help desk performance conformance and quality management operated by Managed Service Provider involving SLA and KPI tracking, reporting and compliance to contractual terms
Partner with Managed Service Provider or Supplier for following activities;
Provide management oversight of the delivery of a secure, cost effective and customer-focused service to ExxonMobil customers
Oversee the delivery of Customer Services – Retail Help Desk
Coordinate work of teams to meet service targets and monitor work load and performance over time, determining trends and identifying areas of improvement
To continuous improvements to ensure services are delivered at a pacesetter’s cost
Ensure timely communication to key customers
Ensure a safe and secure operating environment
Comply with corporate and Security and Control (S&C) policies and report all violations
Be familiar with Disaster Recover/ Business Continuous Plans and in the event of an incident, take charge in executing plans
Job Requirements
Bachelor’s degree in IT or business customer service background with 70% & above or equivalent CGPA
Minimum 3 years of IT related experience in Customer Service (Service Desk or Help Desk) background
Minimum 1 year of experience in running Managed Service Provider operations
Project Management or Transition Management experience is required
Account / Vendor Management skills – interaction with external parties and internal senior IT or business customers expected
Experience in supporting global operations environment
Understanding of business controls
Strong customer service skills and a desire to help people with technical problems
Ability to work closely with peers and other IT support staff
Excellent analytical and problem solving skills
Strong communications skills – verbal and written English
Strong conflict resolution skills
Strong leadership skills
Ability to coordinate day to day tasks of self and others
Ability to manage work in short to medium term timeline
Ability to adapt to rapid changes
Flexible to work in 4.00 PM – 1.00 AM IST shift
ExxonMobil is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, or disability status.
ExxonMobil does not use recruiting or placement agencies that charge candidates an advance fee of any kind (e.g., placement fees, immigration processing fees, etc.). Follow the LINK to understand more about recruitment scams in the name of ExxonMobil.
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