It Application Management

Basic Function : - This is a business and client facing role that ensures a seamless IT Service Management, helping business growth and creating value for business and their clients through IT intervention. We also do relationship management with business client IT teamsEssential Functions- Client Portfolio Management – End of End owner of key accounts from IT Service delivery perspective- IT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.- Managing Business Growth (Ramp-ups)- Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.- Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.- Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.- Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.Primary Internal Interactions- Business Leaders- All Technology Sub-Functions.- EXL Internal / External Audit Teams.Primary External Interactions- Client Teams – especially Client Technology Teams.- External Vendors – Primarily for Service Desk Management.Organizational RelationshipsReports To : AVP / VP – Technology Operations Supervises : noneSkillsTechnical Skills- Good understanding of Networking, Systems, Contact Center, cloud technologies and business applications.- Hands on experience in one of the technical streams- An industry recognized certification like ITIL / ITSM- Trained / Certified Project management methodology- Trained / Certified in either Cloud technologies, DevOps, Automation solutionsProcess Specific Skills- Ability to interface and communicate at all levels within EXL and Client organizations.- Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital.- Hands on with process discovery & re-engineering technologies & techniques- Working knowledge of MS office, MS Project and VisioSoft skills (Desired)- Good presentation and interpersonal skills.- Excellent problem-solving skills in a cross functional environment- Client stakeholder management-Soft Skills (Minimum)- Strong verbal and written communication skills- Strong customer service orientation ability to connect with global customers and work with Global teams.- Good listening and consultative skills.Education Requirements- Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL / ITSM, PMP, Prince2, Cisco, MicrosoftWork Experience Requirements- Minimum 8 – 12 years in managing IT service delivery of large client relationship (800+Seats)- Willingness to work in a 24 x 7 environment.