Latest Job Openings India
Operations Manager – Enterprise Support (J_154)
Roles and Responsibilities:
SLA Management:
- Manage the performance of the team
- Deliver SLA commitments based on the contract
- Meet and exceed customer satisfaction goals
- Daily / Weekly / Monthly / Quarterly Reporting of SLA performance
- Formulate a continuous improvement plan
Client Management:
- Weekly / Monthly / Quarterly operations and business review with stakeholders
- Set and Manage client expectations
- Identify potential new business opportunities
- To take complete ownership of the cases and to take feedback on negative surveys
- To handle deviations and carry out risk analysis
Operations Management:
- Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client
- Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders
- Capacity / Resource planning and management
- Liaison with cross functions across the organization addressing the needs of the team members
- Business Continuity planning and Risk management
Skill Development:
- Address skill gaps in Product / Process / Technology / Communication
- Mentor Leads & Engineers
- Plan Relevant training programs working with respective groups
- Project Revenue and cost management
- To manage revenue and cost drivers
- Operate on planned budget
- Resource planning (People / IT)
Technical Skills:
- Understanding of Basic Networking such as networking devices, OSI Layer, Networking protocols such as DHCP, DNS, HTTP etc.
- Logical understanding of packet trace, routing & switching is required
- OSI layers –understanding of each layer’s function and relevant protocols that operates at each level
- TCP/IP – thorough understanding and clear explanation about windowing/handshake mechanism
- Understanding 802.11 standards, 802.1x, PKI, VPN will be added advantage
Span of Control:
Handling a team size ranging between 15 – 20 engineers.
Desired Profile:
- Strong tactical and leadership skills
- Experience in the IT / ITES sector preferably from enterprise support background with expertise in networking domain and project management
- Good communication, negotiation and conflict resolution capabilities
- Assessment and monitoring of program components business and financial erformance from a program perspective
- Monitors program components relationships and dependencies, as well as overall integration and risks mitigation and issues resolution
- Knowledge of Project Management methodology, tools and techniques
- Goal-oriented professional with experience in offshore / onsite consulting, customer relationship management and planning
- Well-developed presentation, negotiation and relationship-building skills
- Should consistently achieve business goals in a short time frame
- Enjoy challenging and diverse work assignments in a fast-paced environment
- Balance technical skills and management skills