Senior Technical Operations Manager

Responsibilities Job Purpose / Scope : Operations Manager is fully responsible for managing operation(s) for Infosys Client(s) and ensures smooth everyday operation of the whole Client / Infosys engagement. Responsibilities :

• In Depth understanding of Service Desk operations. Good understanding of ITIL framework and processes.
• Focus on continuous service improvement, customer experience and Service Delivery
• Manages the day-to-day operation to ensure team is achieving the client and internal goals and objective
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Ensures that contractual requirement for the engagement are met. Effectively Manages expansion of the engagement
• Analyzes the trends and plans accordingly, take proactive measures / actions to fix Risks before they issues
• Ensures seamless communication and interaction with the all internal & external stakeholders including the client. Acts as a contact and escalation point for all operational complaints and escalations
• Ensures that the team is staffed in accordance with the relevant contractual documentation and operational requirements
• Manages the whole operation with respect to people related matters, on the engagement level is responsible for retention and job satisfaction
• In cooperation with other functions ensures timely billing and engagement budget management as well as appropriate infrastructure for smooth functioning of the engagement.
• Represents Infosys and the engagement during meetings with existing and potential clients.
• Is responsible for team members satisfaction, including welfare events and teambuilding’s.
• Employee shall deal with sensitive / financial information of a client / internal Infosys processes
• Work experience in Service Desk / Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support / Small Forms etc.
• Requirements :
• Any Graduate
• 5 years of relevant work experience in managing complex service desk engagement and client interactions
• Strong English Speaking and Written Skills
• Previous exposure to multicultural working environment is an advantage
• Good people management and customer handling skills
• Analytical skills Educational Requirements Bachelor of Arts