Support operations manager

HARMANs engineers and designers are creative purposeful and agile. As part of this team youll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car enterprise and connected ecosystem. Every day you will push the boundaries of creative design and HARMAN is committed to providing you with the opportunities innovative technologies and resources to build a successful career.

A Career at HARMAN

As a technology leader that is rapidly on the move HARMAN is filled with people who are focused on making life better. Innovation inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together youll discover that at HARMAN you can grow make a difference and be proud of the work you do everyday.

Position Summary :

The Shift manager is responsible for the effective and efficient operational support of Ignite product hosted in cloud infrastructure that support all business process across the customer projects

This individual will have a diversified background of cloud technical experience ITIL project management acumen and excellent vendor management skills. This individual is responsible for operational service management processes to ensure quality efficiency productivity and agility goals are achieved.

Supervisory Responsibilities :

Yes. Offshore Customer Team will be Indirect reporting / Or Individual contribution. Approx size would be 20-30

Shift Manager will work as command center a 1st level management team to manage 1st level escalations and shift related activities.

Job Responsibilities :

List the professional and / or technical competencies needed when performing the key responsibilities of the position. Explain the degree to which this position affects the business (i.e. making decisions defining or setting strategy etc.). Please further explain the breadth of the impact this position has (i.e. affects own team department function division geography etc.).

• Supervise day-to-day operations of the 24x7 Tier 2 support team
• Accurately prioritizing incident request and problem cases in real time based on existing SLA definitions
• Effectively managing crisis scenarios (ex : service interruptions urgent production bugs escalation requests)
• Effectively leveraging team members to meet SLAs in times of higher ticket volumes to minimize missed support opportunities
• Being the technical and soft skills lead for Tier 2 ensuring that established processes and procedures are followed
• Promoting effective communication between team members
• Being the Point of Contact for internal and customer questions during the shift
• Working high priority cases and reviewing escalated cases to ensure no high priority cases were missed
• Works with customer operations teams to ensure good coordination of IT changes without impacting business processes.
• Define document agree monitor measure report and review the level of IT services provided
• Monitor and improve customer satisfaction with the quality of service delivered
• Monitor service performance against SLAs
• Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
• Review and revise underpinning agreements and service scope
• Produce service reports
• Conduct service reviews and instigate improvements within an overall Service Improvement Plan
• Supports the sourcing strategy and provides oversight for IT vendors relationship management.

Basic Qualifications : List the minimum and desired education (including degrees licenses certification or registrations) and experience needed to perform the key responsibilities of the position.

Preferred Qualifications & Desired Competencies :

Leadership :

Change Orientation :

Collaboration :

Judgment :

Results-Driven :

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer . All qualified applicants will receive consideration for employment without regard to race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.

Required Experience :

Manager

Key Skills

Foreign Office,Analysis,Banking Operations,Corporate Finance,Manual Testing

Employment Type : Full Time

Experience : years

Vacancy : 1