Shift Manager - Bengaluru/Bangalore - Harman @ HARMAN

Job Responsibilities:

• Supervise day-to-day operations of the 24x7 Tier 2 support team

• Accurately prioritizing incident, request and problem cases in real time based on existing SLA definitions

• Effectively managing crisis scenarios (ex: service interruptions, urgent production bugs, escalation requests)

• Effectively leveraging team members to meet SLAs in times of higher ticket volumes to minimize missed support opportunities

• Being the technical and soft skills lead for Tier 2, ensuring that established processes and procedures are followed

• Promoting effective communication between team members

• Being the Point of Contact for internal and customer questions during the shift

• Working high priority cases and reviewing escalated cases to ensure no high priority cases were missed

• Works with customer operations teams to ensure good coordination of IT changes without impacting business processes.

• Define, document, agree, monitor, measure, report and review the level of IT services provided

• Monitor and improve customer satisfaction with the quality of service delivered

• Monitor service performance against SLAs

• Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so

• Review and revise underpinning agreements and service scope

• Produce service reports

• Conduct service reviews and instigate improvements within an overall Service Improvement Plan

• Supports the sourcing strategy, and provides oversight for IT vendors relationship management.

Basic Qualifications:

• 12-14 years of experience in IT of which atleast 5 year experience in customer support projects

• Candidate should be a B.Tech/B.E/M.Tech in E&C or Computer Science

• ITIL/PMP Certifications

• Displays a calm demeanor in critical situations

• Application support hands-on experience (not IT/heldesk support)

• Ability to work in shifts in a 24x7 and night shift for long term (Mandatory)

Preferred Qualifications & Desired Competencies :

• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts

• Prioritizing competing inquiries so that all customers are serviced according to established SLAs

• Communicating technical information in a way that is easy to understand by customer

• Excellent knowledge in Cloud based infrastructure preferably AWS

• Expert in managing cross-functional teams, influencing key stakeholders, across the organization and within complex contexts

• Experienced in establishing ITIL based standard processes and managing performance to achieve key metrics

• Proven experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support

• Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role

• Excellent service management planning and execution skills

• Demonstrated ability to develop and execute a plan that ensures that the right people are in the right roles at the right time, and that employees are highly engaged and satisfied