Manager - Information Technology Operations
- Genpact India
- 5 to 10 Yrs
- Jaipur
- 4 years ago
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Job Description
In this role you will be responsible for Implementing IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security thus document process controls, step by step procedures, key input-output information for all activities & Explore opportunities to reduce the IT operational costs working with business and corporate teams.
Responsibilities:
- Manage Relationship with Client, Business team, Biz IT organization, corporate team and other stakeholders
- Ensure all the customer escalations/issues are proactively identified, addressed and closed with documentation
- Regular reviews for Client and Corporate initiatives / projects / IT implementations across towers including applications, products etc.
- Drive IT Governance meeting with client IT, business teams
- Ensure Zero Major Incidents due to hygiene issues for the account/s
- Report out performance metrics, dashboards, monthly updates and issue progress to Internal and Client, Business and IT leaders as and when required
- To enable the conduct of Infosec compliance audits across all account/s
- Ensure 100% SOW compliance for all accounts in account
- Ensure all SLA metrics are met as per agreed SLA norms
- Actively participate in NC closure / Risk mitigation
- Ensure effective Business Continuity Planning & delivery
- Proactive communication on all the ongoing efforts as well as risk & mitigation plans required. All the efforts, approvals & communications have been documented
- Partner with internal Audit teams to help enhance processes, systems and teams to deliver an outstanding customer experience by conducting deep dive analysis, identifying issues & fix it with a sustainable solution
Minimum Qualifications:
- Graduate, preferred in IT stream
- Expertise in IT with one of IT infrastructure domain of must have been in IT Operations and dealing with international stakeholders.
- Experience in driving IT operational metrics, planning and conducting client and internal businesses IT operational governance and tracking action items to closure.
- Sound understanding of converting client and biz requirements and deliver with the help of team and vendor organization.
- Ability to interact with technical and business, executive leadership and operational staff and act as a Thought Partner
- Ability to communicate clearly and concisely, both orally and in writing
- Strong negotiation and analytical skills with experience in using Excel and PowerPoint
- Flexible to accommodate time-zones as to meet the client demands, clients being geographically dispersed
- Excellent interpersonal and communication skills
- Ability to work both independently and in various team settings
- Ability to work under pressure with a strong sense of setting priorities
Preferred qualifications (Desired Experience):
- Knowledge in Voice domain would be an added advantage
- Knowledge in Application area would be an added advantage
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Manager - Information Technology OperationsContact Details:
Company: Genpact IndiaLocation(s): Jaipur
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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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