With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world&rsquos biggest brands&mdashand we have fun doing it. Now, we are calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.
Transformation happens here. Come, be a part of our exciting journey!
Are you the one we are looking for
Inviting applications for the role of Manager- IT EUC Ops Manager
This role is a middle management position, and the person is accountable for complete ops service delivery
Key Roles and Responsibilities:
Operations:
. Establish Ops review structure to capture pulse of operations covering End User Experience, SLA performance, Ageing tickets, Re-open cases, VOC&rsquos, Tickets Hygiene, IT Onboarding and Offboarding.
. Conduct various scheduled Operations reviews, own, and sign off P4 INC & SR performance.
. Manage business escalations and demonstrate strong customer centricity skills while managing them.
. Work closely with Operations teams to identify improvement areas and initiate &ldquoService Improvement Plans in targeted areas for quantified improvements in stipulated time. (CSI)
. Establish documentation and procedural standards for Onsite Services.
. Strong analytical skills to analyze ticket dumps and other available data and draw inferences to improve operations.
. Strong understanding of ITSM ticketing tool (preferred ServiceNow). Provide feedback from time to time to ensure that ticketing and other self-help tools are configured and functioning properly from the end user point of view.
. Work Closely with IT Vendor Governance team to ensure partner is delivering services as agreed SLA
. Collaborate and work closely with cross functional teams (IT/Non-IT) to ensure timely delivery to end users and identify areas which can be supported remotely or automated.
. Manage relationships with Executive Business stakeholders and cater to their IT needs.
. Own the End-to-End IT Onboarding for Executive/VIP New hires.
. Leadership Connect.
Projects/Initiatives:
. Participate in IT project activities and drive innovative technology rollout
Workforce Management and Engagement
. Manage a dedicated team of 100+ technical resources providing deskside services, Data Centre/Hub Rooms, and Telecom services. (Desktops, Laptops, Thin Clients, Print/Scan Devices, Desk phones, Hands and Feet Support to Data Centers and Hub Rooms)
. Keep tab on availability and quality of resources. Early Warning Signs, Attrition & timely Replacements
. Regularly evaluate training needs and get them organized
. Strong Interpersonal skills to drive the team & keep them motivated
. Acts as an expert in deriving business improvement opportunities with global Impact.
. Lead development of existing processes, procedures, and methods to promote effective business and systems operations through standardization, improvement, simplification, and discontinuance.
OEM/Partner Management:
. Ensure proper support to end users for warranty cases/cases in their scope.
. Regularly review their performance, share feedback and improvement areas with them.
. Escalate Operational challenges if any.
. Address their queries/concerns with Genpact if any like payment issues or user issues etc.
. Liaison with them for testing of new models being introduced by them which are relevant to Genpact standards and follow up for expediting the deliveries in case of urgent requirements.
Others/Administrative Responsibilities:
. Contractor ID Management. (Extension, BGV Updating, Exits/Deletion for aligned team members)
. Approve Service Requests on Ticketing tools.
. Track AMC Contracts and initiate renewals timely. Finalize Scope for new AMC&rsquos/Renewals.
. Work with Capacity planning team on detailing of budgeting/OP Plan for a consecutive year.
. Ensure adequate buffer/Stock availability in liaison with other stakeholders for smooth operations.
Qualifications we seek in you!
Minimum Qualifications
. B. Tech or equivalent degree with relevant and proven experience in managing large end user setups in ITES/BPO Industry.
. ITIL Version 3 or 4 foundation Certified.
. Strong domain knowledge and technical orientation.
. Customer service and problem-solving attitude.
Preferred qualifications
. Excellent written and verbal communication skills.
. Should be able to deliver on tight timelines
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
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