Assistant Manager - Floor Support
- Genpact India
- 4 to 6 Yrs
- Bengaluru
- 5 years ago
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Job Description
*With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Shift/Site lead is lower middle management position and would be accountable for service delivery at designated site. Person should be flexible to work in 24*7 environment and would carry following roles and responsibilities:
Responsibilities
Operations Management
- Own and manage service delivery at specific site.
- Monitor Queues in ticketing tool for timely addressal of open incidents and service requests.
- Work assignment to engineers based on criticality/escalations/requirements and skills.
- Handling technical escalations raised by L2 engineers.
- Attend to walking-in users and guide them accordingly.
- Attend Reviews and join calls for any site level issues or P1/P2/P3 tickets.
- Coordination with internal IT teams for end user issue closure.
- Facilitates Audits.
- Shift Rosters, Handovers, Shift adherence and leave management.
- Negative VOC tracking and closure to enhance customer experience.
- SLA Monitoring.
- Technical and Process Trainings to L2 engineers/New Hires.
- High Ageing Tickets and work orders report outs
- Vendor coordination.
- Project execution and monitoring.
- Conduct customer reviews for site level performance.
Team Management
- Expected to manage a team size of 10-15 people.
- Keep tab on availability and quality of resources. Early Warning Signs, Attrition & timely Replacements.
- Regularly evaluate training needs and get them organized. Regular connects with team to keep them motivated.
- Team Productivity Report Outs.
- Team Huddles.
- B. Tech or equivalent degree with at least 4-6 Years of 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.
- Excellent written, verbal communications 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.
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Assistant Manager - Floor SupportContact Details:
Company: Genpact IndiaLocation(s): Bengaluru
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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