Manager - Integrated Operations

1 month ago

gurugram, India Orange Business Services Full time

about the role

To supervise the customized service desks team(s) and to ensure a professional and consistent delivery of quality service to OBS customers. Also, assisting higher management in driving continuous improvements, transversal projects and achievement of operational targets while sustaining employee satisfaction.


about you

Relevant Experience

Overall experience of 8+ years with minimum 3+ years of people management experience in customer facing job role.


additional information

• Supervision of the team(s) to ensure compliance of performance management targets and customer satisfaction while managing Multi-services large customer complex 

environment.
• Matrix management for co-located roles.
• To manage diverse roles like Incident manager, Problem manager, Level3 Experts
• Participate in monthly service/business reviews with customer along with service management team.
• Manage incident related communication with customer & Internal OBS Sr. management.
• Lead transversal/operational projects and initiatives at functional level etc.
• Work with GPO for process improvements, workload analytics etc.
• Deputize sub-functional heads in their absence.
• Ensure all incidents / inquiries are processed and resolved or sent to appropriate next level agency in a speedy and effective manner.
• Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.
• Knowledge of IT services under IaaS portfolio
• Knowledge of SDN, SD-WAN, uCPE, Meraki.
• Development of team to ensure skills levels match both current and future operational and customer requirements.
• Schedule staff training, leave requests, duty rosters, and overall workforce planning requirements.
• Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews, defined ownership and continuous service improvement.
• Ensure adherence to company procedures to assure call quality, customer satisfaction and restoration of customer service as soon as possible
• Review of all necessary reporting to ensure operational, SLA and customer support targets are met.
• Daily review of primary KPI reporting, specifically review of MTTR, Status & Escalation.
• To monitor all open incidents and apply appropriate escalation process as necessary completions to complete root cause investigation when outside of objective.
• Feedback to departmental management on actions to improve.
• Implementation of strategies and processes to ensure employee satisfaction


contract

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