India • kolkata

Technical Operations Manager(Service Desk)

    1. Education/Experience/Skills:

 

      1. BE/B. Tech. in IT, Computer Science, with approximately 10/12 years of experience as detailed below.
      2. Having managed service desk (ticketing systems) from an Admin/supervisor role and IT ticket queue management perspective – for both infra & services and applications. Must have managed both technically and as admin, a team of 5/7 direct reports.
      3. Clear understanding and exposure to the dynamics of service desk management along with best practices to be adopted for self and team.
      4. Having worked hands-on on some of these domains, and have clear understanding of the various IT functions/domains like Application Development, Networking, Servers, Telephony, Information Security, Database etc.
      5. Strong technical isolation and analytical skills. Eye for details and passion for quality of work delivery. Ability to comprehend complex subjects and discussions.
      6. Strong in verbal and written communication. Must have very good documentation & presentation skills. Very thorough in all sots of record keeping practices for ISO certification and audits.
      7. Must have high team spirit and excellent interpersonal skills, required for work with the global teams. Disciplined, responsible and be a person of integrity and values.
      8. Good motivator and strong mentoring capabilities for the frontline team.
      9. Good to have exposure and familiarity with Contact Center Technologies/environment and interacting with Contact Center Operations teams.
      10. High accountability and self-motivated for achieving growth by contributing and learning in a team with global exposure.

 

    1. The JD would include:

 

      1. End-to-end responsibility for service desk leadership in terms of ticket queue monitoring, assignment, engagement, tracking, update, review, and closure.
      2. Managing/leading incidents/issues across various technology verticals – by way of accurate information collation from users reporting the issues/incidents, assessing the inputs to make proper L1 trouble shooting and isolation.
      3. Daily monitoring of tickets (real time) to manage proper assignment to L2 resolver queues, identify any critical business impact, take appropriate action in terms of escalation, coordination, and communication.

 

      1. Engaging with the reporter/user community to absorb and understand the actual reported issues, translate/interpret technically, and discuss the same with the peer technical teams – so that both sides can comfortably report and receive necessary inputs as required for them.
      2. Continuous and periodic updates on all active issues – across all forms of communication and not limiting to updating the ticket only.
      3. Engaging with peer technical teams in tracking down actual issue/incident cause and discussing/explaining to senior executives and other non-IT departments, of the various aspects of issues/incidents and outages.
      4. Taking ownership of issues and lead from front and with example by scheduling calls across multiple teams including external providers and end-users as required, to give direction and resolution path.
      5. Representing service desk team/IT on various review sessions related to incidents, like addressing Operations concerns/observations or analyzing details along with various functional IT teams to explain incidents/outages.
      6. Complete ownership of all tickets managed by the service desk function. Tracking of each issue/incident with respective owner departments up to closure/resolution followed by generating incident reports, timelines, impact-analysis, and RCA.
      7. Build/revise documented SOPs towards effective service desk management with clear areas of improved response time, SLA compliance and achieving highest CSAT.
      8. Generate periodic reports/dashboards with stats on service desk performance – SLA reports (With P1/P2/P3 segregation), performance reports on individual IT engineers, ITS functions, geo locations, issue categories, requestor departments etc.
      9. Trend analysis of issues reported, resolution gaps, areas of improvement and problem management, briefing to the higher ups on current situation and recommended transformations needed.
      10. Periodic review of the various ticket categories across all domains/functions and scope to revise/eliminate/add/modify categories along with associated SLAs.
      11. 5 days working week, but ready to work flexible and rotational hours including week ends – as needed.
      12. High availability with 24×7 connect and reachability which at times requires unplanned extra hours due to severity 1 type incidents.

 

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