Admin Ops. Senior Analyst

1 month ago


Gurugram, India NTT DATA Services Full time

Role – Team Lead

Job Description

Roles and Responsibilities:

 

  • Responsible for SLAs and KPIs (Productivity and Quality)
  • Manage Contact Center/L1 Helpdesk for client and support various channels like voice, chat, email.
  • Responsible for recruiting, training, mentoring, communicating job expectations, assigning tasks, planning, monitoring, appraising, reviewing contributions of team members and administering scheduling systems
  • Responsible for customer/stakeholder relationship management
  • Analyse problems with the team and counterparts and suggest solutions
  • Responsible for cost savings and productivity and quality improvement plans
  • Participate in business/people related projects
  • Provide cross functional support
  • Manage 24*7 operations
  • Responsible for the performance of the team
  • Responsible for best practices sharing, team building exercises, providing guidance, upskilling/cross skilling and mentoring team members
  • Exhibit passion and alignment with our vision, values and operating principles
  • People attrition management
  • Transition management
  • Project management
  •  

 

Requirements:

 

  • Over 5 years of experience in managing delivery for service desk (including voice/chat/email), including 3-4 years of leading a team for SAP support (handling one or multiple modules / processes in SAP S4HANA and should have knowledge of FICO, SD, MM, PP, QM, PM)
  • Experience in master data of the respective SAP module
  • Strong communication and presentation skills.
  • Ability to multi-task and work in heterogeneous environment
  • Expertise on Microsoft applications like MS Visio, Excel, PowerPoint etc, to create process flows, SOP’s and knowledge base articles.
  • Understand L1/L1.5 Support issues and resolutions based on SOPs/End User documents available or based on the problem reported via Phone/ email / ticket.

 

Work Timings:

Flexibility to work 24/7. Timings could change based on requirements



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