Manager - IT
3 days ago
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today
- Oversee 100% of the requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
- Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers
- Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
- Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
- Program Management – Lead a large team to provide Single point ownership for Delivery & Operations of Service Desks in Remote IT Infrastructure Delivery Management Services
- Work closely with resourcing team to manage the resource fulfillment process needed to run the delivery operation well and to avoid revenue loss
- Responsible for running an ITIL compliant operation and enforcing security and compliance requirements of Cognizant and customer
- Responsible for performance, cost, scope, schedule, quality, and appropriate business measurements for a Vertical/Engagement
- Implement performance standards and measurements established by Operations Maturity ( Quality) team to manage ongoing service delivery and attain delivery efficiency
- Own Service Management processes, tools and disciplines and ensure they are applied in all aspects of contract delivery
- Responsible for people management with specific reference to managing the growth and development of the people working in the team.
- Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%)
Qualifications:
- B achelor's degree in computer science, information technology, or a related field.
- At least 5 year(s) of working experience as a Manager or Sr. Manager in the related field is required for this position.
- Prior experience in leading an IT Service Desk project with a team size of 100+ team members.
- Required skill(s): ITIL Process, Service Desk Workflow, SERVICE NOW experience
- Strong knowledge of operations, service delivery in the Service Desk space
- ITIL, 6Sigma, Lean certifications (preferred)
- ITIL Foundation certification and awareness of ISO20000 service management standard would be added advantage
- Willing to work on shifting schedule, grave yard schedule, holidays (if needed) and weekends work (if needed)
- Preferably Managers Technical & Helpdesk Support or equivalent.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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