Hi Linkies,
We are hiring for Service Desk Manager+IT Operation
20 members team handling current experience is mandatory
Experience-8 Years to 15 Years
Work Location-Mumbai BKC
Interview Mode-Inperson face to face
Highest Qualification-B.E/B.Tech/M.sc IT/M.Tech/B.sc(IT)
The position serves the following purpose
Monitoring service performance as per KPI and SLA
Incident and Problem Management with Root Cause Analysis documentation
Create SOPs and confluence document of required process/procedure for reference purpose
Arrange KTs and Training sessions as per requirement to improve performance to achieve customer satisfaction
Ensure that specific and measurable targets are developed for all IT services
Monitor and improve customer satisfaction with the quality of service delivered
Monitor service performance against SLAs
Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered
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
Should be flexible to work in rotational shifts
People management includes roster management, performance management, attendance management
Ensure team performance target should possess the client satisfaction and as per KPI and SLAs
Manage the incidents, problems, escalations etc. with quick resolution and should maintain the root cause analysis documentation for reference purpose.
B Tech / BE or equivalent. Master Degree in IT would be preferable
8-10 years of service delivery experience
Graduate in any discipline
Shows great commitment to the work
Analytical and problem-solving capabilities
Knowledge of ITIL framework understanding.
PMP/GB/BB Certificate would be preferred
Strong Interpersonal skills, tenacity and flexibility
Proficient in MS Word, Excel, Access, PowerPoint
Ability to manage and prioritize tasks efficiently
Readiness to demonstrate a proactive attitude
Excellent verbal and written communication skills
Overall Exp-
Relevant Exp in Service Desk Team Handling Exp-
CCTC-
ECTC-
Holding Any Offer-
Notice Period-
Current Organization-Contract/Fulltime
Payroll Of Current Organization-
Highest Qualification-
15 Years Full Time Education-
Ex-Wiproite-
Kindly share Wipro employee id-
Current location-
Preferred location-
Education gap Or Employment Gap-
6 days WFO-
Rotational Shifts-Y/N
Updated CV-
Passport size profile pic in jpg format-
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Thanks,
Amrutha