Infrastructure & Technology Manager

2COMS Consulting Pvt. Ltd.
  • Bangalore
  • 10-15 lakh
  • 7-12 years
  • Views
  • 17 Nov 2016

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Management of all of the suppliers personnel deployed on the account
Communication Clearly communicate to IT customers
Compliance management of the SOW and tie to the KPI of the engineers
Shift roster maintenance for the shift(s) for the domains that the supplier is servicing
Manage personnel leave plans and provide backup resources to ensure adequate functional domain coverage per the SLA
Resource & Transition Management, proactively communicate on resource changes to the team
Ability to Conduct Training Plans
Advanced knowledge on MS Office and analytical tools
Conduct Monthly Management Program Reviews (Review of Ticket Statistics and Recommend Continuous Improvement / Corrective Action tasks)
Adhere to Standards, Processes, and Practices
Create, and maintain, Business Process & Procedural Documentation for all activities managed by the Support Services Team, per Specifications.
Suggest continuous improvement changes to existing Business Process / Procedure & Checklists
Conduct bi-annual process audits and reviews of each Business Process / Procedure & Checklists

Reports, Analysis & Recommendations:
Ticket Data Collection and Report Generation
Provide Daily Ticket Statistical Reports, including Escalated Tickets
Analyze Ticket Data & Statistics
Provide Management with Recommendations for Continuous Improvement and/or Corrective Action Planning
Audit and compliance of the SOW for each domain

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About Organisation

2COMS Consulting Pvt. Ltd.