SDM - Remote Support Services

2 weeks ago

Mumbai, Maharashtra, India Lenovo Full time
and Requirements

Experience & SkillsEducation:
A bachelor's degree or equivalent is preferred

Experience:
10-12 years of working experience; 5-7 Years of customer servicesExcellent command over verbal & written English LanguageExperience with ticketing toolsSkilled in ExcelPersistent, detail-oriented, able to multitaskJob Deliverables:
Monitoring and managing the remote service desk, desk, and VIP support functions to ensure optimal serviceMaintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessaryTaking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviewsEnsuring that systems, procedures, and methodologies are in place to support outstanding service deliveryDeveloping a deep understanding of projects to gain insights into the scope of service deliveryTaking accountability for service delivery performance, meeting customer expectations, and driving future demandAnalyzing third-party as well as internal processes, and creating strategies for service delivery optimizationRecommending methods of improvement and seeing that actions are implemented on time for service delivery upgradesProviding accurate and regular reports to the management on the performance of the service deliveryLeading personnel management, including staff recruitment, performance assessment, training, and mentoringBuilding strong relationships with teams and stakeholders to enable effective dialogue exchange between departmentsSupervising desktop management teams to facilitate continual improvements in the desktop environmentCollaborating with technical design teams to set standards for software, hardware, and securityMaking sure that anti-virus updates and patches are applied effectively and promptlyEnabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobilesProviding technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systemsEducating departmental staff on the effective use of conference room technologyWorking on escalations from the customers supporting teams, as well as specific cases identified by the Premier Technical Support Team and Technical Account ManagersCoordinates with on-site facilities and technical contacts regarding readiness and delivery issuesInvoicing the customer and vendor for services deliveredDevelop knowledge of Lenovo product range and internal processes, identify tools and automation opportunities to improve productivityEnsure customer satisfaction at all timesProcessing Orders for New devices, re-deploying devicesPrepare documentation to record and track SLA performance and other reporting requirementsProvides technical feedback on process issues to improve overall service deliveryRequirements also include:

Proficiency in leading both physical and virtual teamsExperience in dealing with third-party-provided servicesOperational ability in a diverse, large-scale environmentExceptional customer-facing skillsIn-depth knowledge of escalation procedures, incident management, and other disciplines related to service deliveryMastery of ITIL (Information Technology Infrastructure Library) principlesExpertise in people management and leadershipStrong organizational skillsCapacity to train and guide junior team membersAbility to manage and prioritize tasks efficientlySolid resource planning and problem-solvingReadiness to demonstrate a proactive attitudeExcellent verbal and written communication skillsMust 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 EngagementCollaboration and Influence are a mustAbility to Drive, Lead, and Follow all at onceStrong 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 qualityDrive Ops excellence, focus on BMS, Cost/CX/KPI improvementSupport local initiatives to drive performance improvementProvide quality responses to all requests from India / AP Service management.

Maintain and deliver a functional roadmap for the assigned portion of the businessAnalysis of root cause for delayed/failed deliverables and drive cross-function team for serviceability improvement.

process optimization and efficiency improvementMust possess the initiative and drive to gain a broader knowledge of the ASD deliverablesAdditional Locations
:

  • India - Mahārāshtra - Mumbai
  • India - Mahārāshtra - Mumbai
  • India
  • India
- Mahārāshtra
  • India - Mahārāshtra - Mumbai
,
  • India
- Mahārāshtra - Mumbai

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