Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.
Roles & Responsibilities:
Setup process, service metrics and KPIs for the Application Management services to various clients
Mentor and support team of service specialists or support agents, providing daily guidance and support.
Track and Monitor service delivery to clients, ensuring timely delivery and prompt responses to inquiries and issues.
Monitor and maintain service quality in the team deliverables
Act as an escalation point for complex or unresolved service issues and support for closure.
Assess individual and team training needs and coordinate relevant training programs to improve service capabilities
Responsible for process improvements, productivity improvements and process automation in coordination with the team
Responsible for service reporting to clients and management
Support Project Manager in team performance reviews, assessments and relevant improvement recommendations.Required skills:
Knowhow in IT systems
Experience in Application Management Processes, Governance and Policies
Experience in end to end Application Management and Regulatory Compliance framework and methodologies
Overview and Experience in Information, Project, IT Security and/or IAM and GRC Processes
Work experience with GRC tools will be an added advantage
Good working knowledge in MS office (Excel, word and PPT). Knowhow in excel functions (E.g., Pivot table, charts , lookup functions, etc.,)
Professional oral and written communication skills
Know-how on ITIL service management processes will be an added advantage
Proficient in service management and reporting tools
Any U.G or P.G Degree
6-8 years of experience