Service Delivery Manager
- Seacross Recruitment
- 6 to 11 Yrs
- Pune
- 2 years ago
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Job Description
Dear Candidate
JOB DESCRIPTION Service Delivery Manager
http://www.udsquare.com/
Salary upto 11LPA
Job location Pune
Basic Details:
Title:
NOC Manager
Reporting To:
Sr. Service Delivery Manager
Working Hours:
9:30 hrs
Shifts:
Rotational
Weekly Offs:
Rotational
Basic Skills Sets Requirement:
Job Based:
Qualification:
Graduate/Diploma in any stream
Global Certification in Windows (Optional)
Other Certification:
MCITP/MCSA /MCSE global Certification
Experience:
6 years relevant experiences in IT Infrastructure Management services. Out of that at least 2-3 years of experience in leadership position managing at least 10
admins (TL, Manager).
Roles & Responsibility:
Primary
1. Regularly interaction with the client and assisting the clients with Incident identification, isolation, mitigation and resolution. Periodically reviewing with the client's incident response and procedures to identify problems or potential improvements; and managing improvement of and resolution of problems in Incident Management processes;
o Weekly Review Calls
o Find out the client needs, and issues faced during the Week
o Reporting the issues face by the NOC team to client
2. Excellent knowledge of windows system administration & Microsoft Technologies
3. Working with internal resources, tracking and assessing performance; recommending to the client's process, functional, or other changes in the Managed Services to improve delivery of the Managed Services; tracking and reporting on compliance with Service Levels and other performance criteria; and driving continual service improvement through service reporting, issue identification, assessment, and recommendation of corrective actions.
4. Responsible for the overall Quality of the Delivery of all the projects in NOC team:
o NOC Services delivery within SLA
o Making sure that the SLA violations are less than 5%
o Customer Complaints must be recorded, and issue must be resolved in 48 hours.
o Customer Satisfaction should be more than 95 points.
o Constant improvement in the quality of service delivery or delivery time or efforts
5. Follows up to ensure task completion
6. Help various NOC teams in all types of client communication (Report, email, IM, Phone calls, Conference bridge etc.)
7. Ensure all daily tasks (Scheduled & Ad-hoc) are monitored properly and delivered as per client requirements.
8. All Change requests and support tickets must be reviewed on-time
9. Co-coordinating with other department heads / Managers/ process owners on regular basis to provide feedback and suggest improvements.
10. Send the Daily executive summary report to Management Team
11. SOPs for all the known processes / procedures / issues exists in the internal knowledgebase
o All the new issues should be added to the database in 72 hours
o Information in the Database is correct in all respects
Behavioral Skills
1. Excellent verbal and written communication skills.
2. Good decision-making, interpersonal and IT skills.
3. Quick learner
4. Time Management and Organization skills.
5. Ability to work well within a team
6. Flexible to accept constantly changing environment
7. Should have sound practical judgment of priorities.
Keywords for Resume search
Field: IT Infrastructure Management or NOC or Managed IT services,
Total Experience: 6-8 Years
Leadership position: NOC Manager, Team leader NOC, Service Delivery Manager System Administration, Exchange, Patching, Active Directory, VMWare Certification: ITIL MCSE, MCITP
Note: Excellent communication and interpersonal skills are a must for this position
Other details:
Pune Based Candidate.
Work from Office
Work in 24X7 Support
18 months of service bond
Regards
Shahbaz
SeaCross Recruitment Services
Call/WhatsApp 9810981***
Employement Category:
Employement Type: Full timeIndustry: IT - Software
Role Category: IT Operations / EDP / MIS
Functional Area: Not Applicable
Role/Responsibilies: Service Delivery Manager
Contact Details:
Company: SeaCross RecruitmentLocation(s): Pune
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