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Country/Region:  IN
Requisition ID:  22133
Work Model: 
Position Type: 
Salary Range: 
Location:  INDIA - MUMBAI - BIRLASOFT OFFICE

Title:  Sr Project Lead-Cloud & Infra Engg

Description: 

Job Description

 

As Service Desk Team Lead, you will manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. This role has as a primary requirement to manage the IT Service Desk team to deliver the best IT experience and resolve all technical issues to our end-users. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

 

Eligibility

 

  • People management, Project management
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Should have the required expertise and analytical skills to provide strategic process improvement inputs - (operational excellence)
  • Ownership on Quality performance of delivery  & SLA attainment
  • Good understanding of ITIL & Lean concepts, ITIL certification will be a plus
  • Should be open to work 24/7
  • Transition experience & SD implementation exp will be added advantage

 

 

Operational Requirement

 

  • Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues.
  • Act as escalation point for all requests and incidents.
  • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
  • Determine root cause of issues and communicate appropriately to internal and external customers.
  • Train, coach and mentor Service Desk Specialists (L1&L2) including career development.
  • Oversee staff activities. Builds/obtains (from other departments) training material for support staff.
  • Schedule employees working times and ensure optimum scheduling to drive required occupancy
  • Provide data and reporting of KPI’s and trends to stakeholders and others in ad-hoc, weekly, monthly and as needed.
  • Ticket Deep Dive and develop strategies for improvement.
  • Work to make Service Desk the single source of truth and service delivery channel for IT.
  • Monitor and manage phone queue (participating in escalated calls as needed).
  • Oversee Solutions repository and ensure top quality solutions are available to the staff.
  • Develops Service and Business Level Agreements to set expectations and measure performance.
  • Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
  • Manage process for communicating outage/emergency activities to the organization.
  • PO review and approval/budgeting responsibility.
  • Review survey feedback to improve services, tools and support experience.
  • Keep confidential all applicant, client, and verification and company proprietary information.

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