10 - 15 years
3 - 10 Lacs
Posted:6 days ago|
Platform:
On-site
Full Time
Major activities : Manages all activities in the Delivery center Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management) Ensures process changes are implemented Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs. Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads. Reviews escalations and implements corrective and preventive actions on DC level Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP) Supervises performance of the team and is responsible for their qualification Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)
Outpace Consulting Services
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