Management Trainee - Field Support/Onsite
- Genpact India
- 2 to 3 Yrs
- Hyderabad
- 4 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.
Are you the one that we are looking for Inviting applications for the role of Shift LeadShift/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:
Operations Management- Own and manage service delivery at specific site.
- Supervise Queues in ticketing tool for timely address of open incidents and service requests.
- Work assignment to engineers based on criticality/escalations/requirements and skills.
- Handling technical issues 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 improve customer experience.
- SLA Monitoring.
- Technical and Process Trainings to L2 engineers/New Hires.
- High Ageing Tickets and work orders report outs
- Project execution and monitoring.
- Conduct customer reviews for site level performance.
- 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 Efficiency Report Outs.
- B. Tech or equivalent degree 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 demeanour.
- Should be able to deliver on timelines.
Customer management, Team management, Good Interpersonal and Communication skills, Detail Oriented, Problem solving and Analytical ability, Reasoning skills, Work Under Stress in multiple time zones
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: InternshipIndustry: IT - SoftwareRole Category: Training & DevelopmentFunctional Area: Not ApplicableRole/Responsibilies: Management Trainee - Field Support/OnsiteContact Details:
Company: Genpact IndiaLocation(s): Hyderabad
Genpact India
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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