Project Manager (Tech Support)
- IVY Mobility
- 10 - 15 years
- Chennai
- 3 months ago
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Job Description
POSITION DESCRIPTION
- Plan, organize and manage the application support teams to assure appropriate coverage to meet business needs
- Ensure adherence to service level agreements (SLAs) and exceed customer service and satisfaction.
- Develop best practices to implement and continually refine/improve service operations, procedures, standards.
- Facilitate/address triage/analysis, response, resolution, escalation and communication.
- Coordinate with the delivery teams and PMs/delivery managers on technology deployments, releases and maintenance of outages.
- Communicate timelines & schedules, operational issues and impacts to management and stakeholders.
- Develop and implement a helpdesk performance measurement framework to facilitate feedback.
- Create and maintain a training program to constantly upgrade the technical knowledge. Incorporate and follow ITIL/ ITSM framework and have a thorough understanding.
- Facilitate the continued development of the KMS and the overall process on moving to a knowledge management-centric support.
- Assist with customer inquiries and escalations as needed.
- Identify, measure, benchmark, analyse and perform regular review of reports & scorecards.
- Maintain data of service availability, ticket volume, resolution rate, time to respond & time to resolution
- Analyse results for trends, process improvement opportunities and staff training needs and take appropriate action to improve results.
- Encourage communication of new ideas, solutions, suggestions and problems review for appropriate action or implementation.
- Participate in continuous learning and professional development.
- Perform other duties as assigned.
REQUIREMENTS
- Bachelor's degree/ Engineering in computer science or related technical field.
- Relevant technical and process certifications preferred (ITIL, Agile/Scrum/DevOps).
- 10+ years of experience in managing IT Operations/ Application Support or Delivery.
- Management/supervisory experience with teams in size of 15 to 20 service desk/helpdesk support staff or more.
- Experience with technology implementations and upgrades
- Excellent communication skills, both oral and written, with the ability to communicate effectively to customers, peers and non-technical management.
- Demonstrated logical thought processes
- Must have the ability to quickly learn new technologies, systems, concepts and procedures
- Project management skills with the ability to manage multiple projects and prioritize activities will be an added advantage.
- Good skills to supervise, lead, coach, motivate and work through others to achieve desired results.
CERTIFICATIONS
- ITIL V3/V4 certification
- Agile/Scrum certification
- DevOps Certification will be an ad on
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery ManagerEmployement Type: Full timeContact Details:
Company: IVY MobilityLocation(s): Chennai+ View Contact
Keyskills: Application support Ticketing Service Delivery Management SLA ITIL Incident Management
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₹ 18-25 Lacs P.A
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