SDM - Remote Support Services

2 weeks ago

Mumbai, Maharashtra, India Lenovo Full time

Description and Requirements

Experience & Skills

Education: A bachelor's degree or equivalent is preferred. Experience: 10-12 years of working experience; 5-7 Years of customer services Excellent command over verbal & written English Language Experience with ticketing tools Skilled in Excel Persistent, detail-oriented, able to multitask

Job Deliverables:

Monitoring and managing the remote service desk, desk, and VIP support functions to ensure optimal service Maintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessary Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery Developing a deep understanding of projects to gain insights into the scope of service delivery Taking accountability for service delivery performance, meeting customer expectations, and driving future demand Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades Providing accurate and regular reports to the management on the performance of the service delivery Leading personnel management, including staff recruitment, performance assessment, training, and mentoring Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments Supervising desktop management teams to facilitate continual improvements in the desktop environment Collaborating with technical design teams to set standards for software, hardware, and security Making sure that anti-virus updates and patches are applied effectively and promptly Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems Educating departmental staff on the effective use of conference room technology Working on escalations from the customers supporting teams, as well as specific cases identified by the Premier Technical Support Team and Technical Account Managers Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues Invoicing the customer and vendor for services delivered Develop knowledge of Lenovo product range and internal processes, identify tools and automation opportunities to improve productivity Ensure customer satisfaction at all times Processing Orders for New devices, re-deploying devices Prepare documentation to record and track SLA performance and other reporting requirements Provides technical feedback on process issues to improve overall service delivery

Requirements also include:

Proficiency in leading both physical and virtual teams Experience in dealing with third-party-provided services Operational ability in a diverse, large-scale environment Exceptional customer-facing skills In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery Mastery of ITIL (Information Technology Infrastructure Library) principles Expertise in people management and leadership Strong organizational skills Capacity to train and guide junior team members Ability to manage and prioritize tasks efficiently Solid resource planning and problem-solving Readiness to demonstrate a proactive attitude Excellent verbal and written communication skills Must be self-motivated, work well in a geographically dispersed, collaborative team environment, must exhibit a positive and professional attitude, and pay attention to detail. Project management skills including execution of tasks, while managing risk and ensuring on-time delivery. Hands-on Operational Engagement Collaboration and Influence are a must Ability to Drive, Lead, and Follow all at once Strong in people & process management, process-driven, and result oriented. Responsible to drive, meet and exceed the agreed KPIs with customers, publishing dashboards, and analytics, reducing process gaps, process re-engineering, and process quality Drive Ops excellence, focus on BMS, Cost/CX/KPI improvement Support local initiatives to drive performance improvement Provide quality responses to all requests from India / AP Service management. Maintain and deliver a functional roadmap for the assigned portion of the business Analysis of root cause for delayed/failed deliverables and drive cross-function team for serviceability improvement. process optimization and efficiency improvement Must possess the initiative and drive to gain a broader knowledge of the ASD deliverables Additional Locations : * India - Mahārāshtra - Mumbai * India - Mahārāshtra - Mumbai * India * India - Mahārāshtra * India - Mahārāshtra - Mumbai , * India - Mahārāshtra - Mumbai

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