Solution Architect

4 months ago

Hyderabad Telangana, India HCL Technologies Full time

**Solution Architect - Services**:

- Hyderabad
- 7-12 Years
- INDIA

**Job Description (Posting).**
- Key Responsibilities:

- Team Leadership: Lead, coach, and mentor a team of service desk analysts, providing guidance on technical issues, professional development, and performance management. 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.
- Service Management: Monitoring and managing Digital workplace related services along with expertise in handling Voice Service Desk operations. Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary. 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
- Customer Satisfaction: Maintain a customer-centric approach to service delivery, regularly gathering feedback, and implementing improvements to enhance user satisfaction.
- SLA Management: Monitor and report on key performance indicators (KPIs) and SLAs, identifying areas for improvement and implementing corrective actions as needed. Providing accurate and regular reports to the management on performance of the service delivery
- Resource Management: Optimize staffing levels, scheduling, and skill sets to meet service demand while balancing cost-effectiveness and service quality.
- Process Improvement: Drive continuous improvement initiatives to streamline service desk processes, enhance efficiency, and promote a culture of innovation and excellence. Recommending methods of improvement and seeing that actions are implemented on time
- Vendor Management: Collaborate with vendors and third-party service providers to ensure effective delivery of outsourced services, adherence to contractual agreements, and resolution of issues.
- Training and Development: Develop and deliver training programs for service desk staff to enhance technical skills, customer service capabilities, and knowledge of ITIL best practices.
- Risk Management: Identify and mitigate risks to service continuity, data security, and compliance with regulatory requirements, implementing controls and procedures as necessary.
- Documentation and Reporting: Maintain accurate records, documentation, and reports related to service desk operations, performance metrics, and compliance activities.
- Technical: Understanding of contact center technologies and tools. Experience in reporting and data analysis
- (1.) To identify attrition percentage in accounts and take up initiatives to reduce the same (2.) To perform value addition activities (CIP and SIP) and implement strategies to improve productivity. (3.) To implement Profit Implement Plan (PIP), review Budget vs. Actual Cost and analyse the deviation to plan strategies to reduce deviation through levers like Automation and self-driven initiatives. (4.) To ensure retention of accounts that are due for renewal or maintain high level of customer satisfaction (ACSAT) (5.) To ensure that all responsibilities and project deliverables are completed within SLAs through effective team management and monthly reviews (6.) To ensure generation of an account level EE and EN revenue (7.) To ensure absorption of freshers as per the defined account targets

**Qualification**
- B-Tech

**No. of Positions**
- 1

**Skill (Primary)**
- DWP-USS-SERVICE DESK

**Auto req ID**
- 1393742BR

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