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Manager 2 IIT

Bengaluru, KA
Job Code:
  • IT
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Job Details

ResponsibilitiesEnsures users are provided efficient, effective, and timely support on a 24x7 basis; manages staff scheduling to ensure optimal coverage and responsiveness.Manages end user, internal, escalated, and communications during critical service incidents and problems; invokes problem escalation procedures to coordinate recoveryIdentifies incident commonalities and initiates and, when applicable, oversees problem management and root-cause identification exercises to identify and correct major problemsDrive team goals for call, ticket, and quality performance based on performance standards. Ensures that daily, weekly, and monthly metrics, key performance indicators, status reports, and graphical reporting aids are completed and continually improved to meet the needs of the departmentExperience supporting corporate executives and their assistantsMaintain individual team metrics and use results to help develop individuals and improve team performance. Establish a cycle of continuous service improvement with measurable improvement targets.Lead the development of a knowledge center support (KCS)-based comprehensive, continuously improving knowledgebase for incident resolution and user self serviceProvides staff leadership, direction, supervision, training and development.Drive continuous improvements to internal processes and to the customer experience overallCommunicate regularly with staff through group meetings and individual sessions; ensure issues/input from team is listened to and that organization/department strategy/goals/decisions are communicated consistently and in a timely manner.Manage vendor relationshipsCollaborate with various stakeholders in the organization across various Global sitesPartnering with Sourcing and Procurement teamBuilding & Managing high performance Global teamExperience in Project Management and driving enterprise deploymentsSupporting key corporate events and experience in managing Audio/Video infrastructureManager must be able to work independently as well as with peers. Strong communication skills, both verbal and written, are a must. The successful candidate will have a track record of working well with peers and leadership inside and outside IT; developing and implementing innovative service improvements; shaping IT support strategies and making key decisions in an information-limited environment, and must also be able to perform basic project management tasks for their assigned projects.Minimum 3 years of experience in an ITIL framework environment with experience in incident and service management required.Demonstrated experience driving innovation and process improvement initiatives required.Knowledge and experience with network operations center, ticketing systems and or similar service management tools preferred.Ability to work under pressure and within strict time constraints while working in a changing environment with continually changing direction and requirementsAbility to communicate technical issues to business leaders as well as to communicate contact drivers to engineers (written and verbally)Demonstrated experience successfully leading local and remote technical teams in a 24/7/365 environmentBS Degree highly desired or equivalent combination of technical certifications and experienceMust be confident, highly motivated and passionate about making a difference with demonstrated performance building high performing teams
Additional Degree: BE/ B.Tech (Engineering)

Experience: 7-12


Network Administration | Software Engineer | System Security
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