Manager - Service Desk Operations
- Genpact India
- 2 to 7 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.
Inviting applications for the role of Manager Service Desk OperationsResponsibilities:- Meet all contractual metrics such as SLAs, Project work, Reporting etc.
- Provide End user and Infrastructure Management Proficiency leadership and Manage Daily deliverables, issues and resolutions, Act as a point of escalation and resolution
- Drive best practices in service delivery such as RCA and corrective actions, continuous improvements / operations efficiency
- Excellent people management ability including Talent Management, Career planning, Retention, Skill building etc. working along with internal teams
- Building and maintaining a robust favorable identity for Genpact IT Services within the client through interaction with key influencers and decision makers on a global basis. Presence in client forums
- Financial compliance of work including meeting revenue, margins and growth for the account(s)
- Ensure compliance of ISO20K and other applicable audit requirements such as SOX and PCI compliance etc. as applicable
- Adherence to BGV compliance guidelines
- Attrition & Backfill regular checks
- Responsible for employees HR related issue and compliance
- Attendance and performance dispute tracking & reporting
- Have to manage the exceptions management
- Vendor Management- For coordinating with various vendors for reviews, tracking MOMs, Ageing queue calls, Supporting in various Audits and overall coordinating with various vendors
- RCA management
- Dispute Management
- Need to ensure to own Billing & Costing for the entire project
- AMC & Contract renewals
- Risk Management
- Management dashboards & reporting s for senior leadership
- Performance Mgmt. & annual goals discussion
- Monthly rewards and recognition/EWS Effectiveness
- Skip level meeting
- Solid grasp and expertise in Managed Workplace Services including SD, Remote support Floor support/Deskside, KCS, Automation along with fair knowledge of Infrastructure, Networks and Apps
- Mandatorily must have led large teams of IT professionals in the past with complete ownership, delivering global services for fortune 100 companies
- Prior experience of hands-on core Operations and Service Delivery is required. Must have an operational background with a customer facing role
- Must have a detailed understanding of the Processes, Challenges and IT landscape in ITSM and Management of Remote Infrastructure.
- Experience across geographies and exposure to cultural differences with some high level knowledge of local laws, regulations etc.
Minimum qualifications
- Minimum of a Bachelors degree in related field Preferably in Computer Science, Information Systems, or related field.
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
Preferred qualifications- ITIL Intermediate certified or higher is helpful
- Relevant Microsoft, Cisco and other industry certifications are preferred, but are not required
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: Network / System AdministrationFunctional Area: Not ApplicableRole/Responsibilies: Manager - Service Desk OperationsContact 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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