Service Desk Lead - Pune - Wipro - 8 to 12
- Wipro
- 8 - 12 years
- Pune
- 4 years ago
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Job Description
Roles and Responsibilities
Language: Proficient in English (Read + Write + Speak) mandatory and
Certification: Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer
Equivalent test of spoken and written and technical IT specific knowledge in both and English .
Role purpose: The candidate is responsible for one delivery center to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services.
Main responsibilities:
Performance of a single delivery center. Adherence to standards, measurement and reporting of metrics.
Overall responsibility for processes, escalations, knowledge management within the DC New transitions and integration with the current teams.
Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions.
Operations reporting and governance meetings.
Major activities:
Manages all activities in the Delivery center
- Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned
- Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management)
Ensures process changes are implemented
- Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
- Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
- Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
Reviews escalations and implements corrective and preventive actions on DC level
- Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
- Supervises performance of the team and is responsible for their qualification
- Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC )
- Candidate have to Work from office
Essentials for applying this role:
1. Must have handled a team size of 40-50 plus in an IT Service desk environment
2. Must have cross geographical team handling experience
3. Must have hands on experience in Managing IT SD SLAs
4. Must have handled Voice desks in ITSD
5. Must currently be a IT Service desk Manager in an IT Helpdesk/IT Service Desk
6. Also the candidate should have been worked on SD from their 1st organization and we do not want profiles who are in to ITIL, Incident, operations support role.
Interested candidates share their resume at sa*********1@wi**o.com
Job Classification
Industry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations, Role Category: OperationsRole: OperationsEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateContact Details:
Company: WiproAddress: Sy No. 76P, 80P,,Wipro Limited,Sarjapur Road,Dodda, BANGALORE, Karnataka, IndiaLocation(s): Pune
Keyskills: Voice Process it service desk
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