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IT Service Desk Manager @ CGI

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 IT Service Desk Manager

Job Description

IT Service Desk Manager
Category Infrastructure/Cloud
Main locationCity -->India, Karnataka, Bangalore
Position ID J0325-0908
Employment Type Full Time Position Description:
  • JOB REQUIREMENTS
  • Responsibilities and Skills
  • Manage the Organization wide or unit specific initiatives and ensure progress and compliance Manage both internal and client-side project resources to execute, manage and control projects successfully
  • Contribute to project/Delivery management 'Best Practices' across the teams
  • Should be flexible in working under 24/7 environment
  • Ensure that the delivery conforms to all quality requirements
  • Able to independently research and find solutions or deploy enhancements
  • Work closely with development, automation, tools and infrastructure teams
  • Independently contribute with moderate supervision
  • Monitor and mentor junior members
  • Drive innovative and 'out of the box' thinking within the technical teams
  • Communicate status and act as the central communication point
  • Serve as thought leader for technical business processes at CGI and convert strategies to roadmaps and execution plans.
  • Set and meet clear milestones for project delivery.
  • Adhere to administrative, reporting and risk SLA's for projects.
  • Work closely with other stakeholder teams across business units
  • Find early wins and get to production fast with impactful features or project deliverables.
  • Required Skills
  • Strong verbal, written, presentation and communication skills
  • Ability to multi-task and work on multiple projects simultaneously
  • Excellent documentation skills to ensure thoroughness and quality output
  • Excellent team player
  • Ability to deal with ambiguity and competing priorities
  • Good communication ability to interact and present to executive level stakeholders
  • Ability to quickly learn new technology and new products
  • Excellent written and verbal communication skills, strong presentation skills
  • Understand and discuss the solution architecture, high level design and low level design
  • Customer / Onshore facing experience
  • ITIL trained (minimum of foundation - either v3 or v4)
  • Good Experience handling member concerns
  • Strong leadership skills
  • Knowledge and Experience in Retail Business Processes and applications
  • Strong understanding of store systems and operations environments.
  • Excellent process flow modeling and documentation skills.
  • Knowledge of problem tracking and other Help Desk tools.
  • Good analytical and problem resolution skills, verbal and written communication skills, organizational and time management skills, customer service and interpersonal skills, and customer focus.
  • Analyzes and attempts to resolve issues without further escalation.
  • Performs root-cause analysis using detailed analysis of reported, persistent problems, and work closely with Retail Systems in order to proactively eliminate problems before they occur.
  • Works with Retail Systems and other departments as directed, to support related projects and activities.
  • Works with the Training Lead to identify, create, and test new knowledge resources with the intent to improve first call resolution at the EPOS Support level. PrerequisitesITIL foundation certified. PreferredRetail domain Knowledge, Project Management. LocationBangaloreSkills:
  • English
  • Retail Store Operations
  • Delivery Management
  • Management Consulting
  • Project Management
    • ~47556,0,48935,0,47358,0,24536,0,24561,0~-->What you can expect from us:
    Together, as owners, lets turn meaningful insights into action.Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, youll reach your full potential because
  • You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our teamone of the largest IT and business consulting services firms in the world.Have you been referred by a CGI Member for this position?* YesNo CGI members email (@cgi.com)* First Name Last Name I agree to allow CGI to contact the CGI member who referred me to obtain additional information about my application and to confirm my referral. *
  • -->* This field is required.I'm Interested

    • Job Classification

    Industry: Software Product
    Functional Area / Department: Customer Success, Service & Operations
    Role Category: Operations Support
    Role: Operations Support - Other
    Employement Type: Full time

    Contact Details:

    Company: CGI
    Location(s): Bengaluru

    + View Contact

    Keyskills:   project management documentation presentation skills process flow itil apqp control plan customer service spc pfmea 7qc it service desk problem management 8d change management pfd fmea incident management quality assurance msa ppap

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