IT Business Partner

17 hours ago

Industrial Area, India EXL Full time

Basic Function: This is a business and client facing role that ensures a seamless IT Service Management, helping business growth and creating value for business and their clients through IT intervention. We also do relationship management with business client IT teamsEssential FunctionsClient Portfolio Management – End of End owner of key accounts from IT Service delivery perspectiveIT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.Managing Business Growth (Ramp-ups)Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.Primary Internal InteractionsBusiness Leaders All Technology Sub-Functions.EXL Internal / External Audit Teams.Primary External InteractionsClient Teams – especially Client Technology Teams.External Vendors – Primarily for Service Desk Management.Organizational RelationshipsReports To : AVP/VP – Technology Operations Supervises : noneSkillsTechnical SkillsGood understanding of Networking, Systems, Contact Center, cloud technologies and business applications.Hands on experience in one of the technical streamsAn industry recognized certification like ITIL / ITSM Trained/ Certified Project management methodologyTrained / Certified in either Cloud technologies, DevOps, Automation solutionsProcess Specific SkillsAbility to interface and communicate at all levels within EXL and Client organizations.Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital.Hands on with process discovery & re-engineering technologies & techniques Working knowledge of MS office, MS Project and VisioSoft skills (Desired)Good presentation and interpersonal skills.Excellent problem-solving skills in a cross functional environmentClient stakeholder management Soft Skills (Minimum)Strong verbal and written communication skillsStrong customer service orientation ability to connect with global customers and work with Global teams.Good listening and consultative skills.Education RequirementsGraduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM, PMP, Prince2, Cisco, MicrosoftWork Experience RequirementsMinimum 8 – 12 years in managing IT service delivery of large client relationship (800+Seats) Willingness to work in a 24 x 7 environment.

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