Maruti Suzuki India Limited Looking for IT Support and reporting manager at Gurgaon, Haryana, India Full Time

Department-Automation CoE (AUT)

Job Location-Gurgaon Plant

Job Role-Support Manager

Level in the organization-DM

Educational Qualification- B.E./B.Tech (Computer Science/IT) + MBA (any specialization)

Work Experience (Years)-2 to 3

Job Responsibilities

• Handle end-to-end Support for existing implemented Projects
• Researching, diagnosing, troubleshooting and identifying solutions to resolve reported issues
• Manage tickets pipeline (Issues/Enhancement) received from end user and ensure timely closure, within agreed time limits and SLAs
• Identify Critical Issues and do resolution prioritization.
• Analyze tickets and root cause, to come up with cost optimization suggestions.
• Manage team of support resources and ensure their productivity as per set norms
• Ensure complete Project Documentation (Requirement / Technical / Delivery / Test Cases / Knowledge transfer & Hand over)
• Manage and Optimize existing program support processes
• Users handling and Expectations management
• Process and Compliance (Project Documentation / JIRA / Audits etc)
• Create presentations to key decision makers (senior and mid-senior management) with varied levels of technical capabilities and awareness”

Required Skills

• Experience of handling End User Support, Issue Handling & Resolution as per defined SLAs and within set TAT
• Analytical Problem Solving capabilities with Interpersonal and consultative skills
• Excellent communication Skills (verbal / email)
• Technological inclination and up-to-date with newest technology trends like Low code platforms – Power BI / Power App, RPA, OCR, Data Lake and Data structuring
• Well versed with Project Management tools like Jira, Visio, Confluence, etc
• Team handling skills, with experience of getting work done through internal / external teams
• Collaborate with Senior Management to understand the company needs and devise possible solutions