Service Excellence Manager
2 months ago
Service Excellence Manager (Chatbot,AI,SCCM,Nexthink,Aternity,Systrack)
Job location: Noida/Chennai/Bangalore
14+ years of experience in Infrastructure Technology
10 years of experience in delivering EUC/DWP (Chatbot,AI,SCCM,Nexthink,Aternity,Systrack)services
Job description:
- Drive overall governance of Tools (applications) within the DWP organization and with the Customer Stakeholders throughout the Application maturity and support lifecycle
- Participate in Governance of the Customer project through the implementation life cycle and own the support activities after go-live
- Drive the BCM Strategy within the DWP organization for Integration, Governance, Deployment hand off and Resources
- Create and Own in Tool specific templates including Maturing Assessment, Use Case demo, Business Case Study, Tool Comparison, ROI, Benefits Realization
- Develop and update documentation pertaining to training, and provide trainings to internal and customer teams
- Analyze all requirements, prepare use cases, and supervise support activities for all projects
- Coordinate with Vendors and Cross functional teams for positive Customer outcomes
- Administer all customer support issues and lead the efforts for enhancing technical, functional, and operational application maturity
- Handle Customer escalations independently and develop SIP with short term resolution as well as long term preventive measures
- Keep abreast of the latest technologies and application vendors offerings in the End User Experience, Chatbot, Self-Healing in the EUC domain
Qualifications and Education Requirements
- Minimum 14 years of experience in Infrastructure Technology
- Minimum 10 years of experience in delivering EUC/DWP services
- Should have worked and be open to work in a 24x7 environment
- Proficient with any market leading Unified eXperience Management (UXM) solutions like Nexthink, Aternity, Systrack, 1e Tachyon, etc.
- Hands-on/ exposure to Conversational Chatbot solution like ServiceNow VA, Avaamo, Moveworks, etc.
- Possessing specialist knowledge of EUC Domain including Windows OS, User productivity applications, EUC devices
- Good experience in Service Desk Operations and Applications Management
- Good knowledge of Networks, Virtual Infrastructure, End User Application Management and Windows Servers
- Extensive experience in Delivery Management
- Exposure to project management and application management lifecycle
- People management experience
- Ability to explain complex ideas to cross-functional teams and Customer Stakeholders
- Exceptional verbal and written communication
- Extraordinary customer service and relationship management
- Ability to communicate effectively with end users, business owners, developers, and various levels of management
- Demonstrates initiative and ability to accomplish aggressive project goals when necessary
- Comfortable working in a fast paced, Dynamic environment and developing flexible solutions to meet evolving business requirements
Preferred Skills
Technical Skills required including but not limited to –
- SCCM
- Microsoft Windows, Apple Macintosh design architecture and deployment methodologies
- Knowledge of modern Microsoft management platforms like Intune, SharePoint
- Understanding of active directory
- Understanding of Citrix and other remote/virtual desktop technologies
- Basic understanding of SQL
- Basic understanding of PowerShell or any other scripting language
- Hands on experience on Microsoft Excel and PowerPoint
- Hands on Experience with different ITSM tools like ServiceNow, BMC Remedy etc
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