Other: Candidate must be flexible to work on Saturday with 8 x 6 days
Position Summary:
Overall SPOC for Entire EUS operations.
b. Agreed KPIs fulfilment on coordination with Business and Internal team on completion.
c. Reporting Preparation and Review
d. Enablement of Training Session to repartees
e. Track all the Tickets in the Queue closely and ensure timely and right update of the Ticket statuses.
f. Collaborate with multiple support groups to achieve the resolution as soon as possible.
g. Focus on minimizing the business impact in parallel while working for the resolution.
h. Ensure Process adherence is achieved and there are no compliance issues.
i. Monitor and report on process performance to the Customer and Senior Management HP
j. Maintain effective communication with all key stakeholders, Senior Management, Customers, Users, and technical staff.
k. Being in Process and Service improvements in the Engagement as required
l. Review end user CSAT and initiate corrective actions as required.
m. Respond to Customer and Internal escalations and implement the suggested actions.
n. Ensure Ticket audit is done, and the corrective actions are taken.
o. Review ticket backlogs, tickets nearing missing the SLAs, tickets on hold for a long time.
p. Prepare the Trend reports to provide required inputs to Problem management practice. q. Monitor the effectiveness of the IT Service Management tool and make recommendations for continued enhancements.
r. Being in Process and Service improvements in the Engagement as required Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations and handling issues Ensure that service delivery takes place based on the Service level agreements.
s. Provide process consultation to the onsite and remote teams.
t. Ensure that quality is used as a tool to improve customer satisfaction and enhance service delivery.
u. Provide assistance to other team members by way of assisting them in solving challenging problems, sharing knowledge, and adhering to quality processes in ensuring team objectives are met.
v. Ability to drive people to ensure that project deliverables are met, and project time is maintained.
w. Responsible for generating analysis report and other such documents Establish and enhance relationship with customers/clients.
x. Monitor, Measure Report and Review on Process KPIs and SLAs against, CSAT, Complaint and Appreciations targets on a periodic basis with Customers
y. Exception reports and CAPA for SLA/KPI, CSAT and Complaint deviations
z. Maintenance the latest SOW/SLAs/Contract documents along with the Terms and Conditions
aa. Ensure review of contracts at least annually against Business needs, targets, and agreements
bb. Scheduling agreed review with all domains SPOC and tracking of MOM points.
cc. Account Financials Aspects on agreed report sign-off dd. People Management & Delivery Assurance
ee. Minimize manual efforts by automation.
ff. Conduct & Manage yearly PAV & get signed off from customer.
gg. Manage Compliance level for operation and drive till closure.
hh. Manage & drive project related activities supporting to BAU operation.
ii. Timely resource On-Boarding
Key Responsibilities:
EUS IT Operations: Oversee and manage daily operations of the service desk and other key support functions, ensuring efficient handling of all support requests.
Monitor key performance indicators (KPIs) to ensure timely resolution of incidents and service requests.
Ensure proper escalation procedures are followed for critical issues.
Manage service desk ticketing systems and workflows for improved efficiency.
Team Management: Lead and mentor a team of service desk professionals, providing guidance, coaching, and performance evaluations.
Set clear goals and performance standards for team members, encouraging continuous improvement.
Ensure the team is adequately trained in technical skills, service desk tools, and customer service techniques.
Coordinate staff schedules to provide adequate coverage during business hours.
Customer Satisfaction: Adopt a customer-centric culture within the service desk team, ensuring a high level of customer satisfaction.
Analyse customer feedback and service reports to identify areas for improvement.
Act as an escalation point for complex or unresolved issues, maintaining a professional relationship with key stakeholders.
Process Improvement: Review and improve service desk processes to align with ITIL or other service management frameworks.
Develop and maintain documentation for service desk procedures, ensuring they are regularly updated.
Collaborate with IT and business teams to develop service level agreements (SLAs) and ensure compliance.
Implement and manage tools for monitoring service desk performance and identifying trends in issue resolution.
Reporting and Analysis: Prepare and present regular reports on service desk performance, trends, and areas for improvement.
Provide recommendations for optimizing service delivery and operational efficiency based on data analysis.
Track and analyse support tickets to identify recurring issues and implement preventative solutions.
Technology Management: Stay up-to-date with emerging technologies and industry trends to continuously improve service desk functions.
Ensure all hardware, software, and network systems are well maintained and support the service desk’s activities.
Required Qualifications:
Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
7+ years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position.
Proven experience managing a customer-facing service desk or IT support team.
Strong understanding of IT service management (ITSM) frameworks such as ITIL.
Excellent problem-solving and decision-making abilities.
Strong leadership, communication, and team management skills.
Familiarity with service desk tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk).
Ability to work in a fast-paced environment and manage multiple priorities.
