Operations Manager-Mumbai

2 weeks ago

Mumbai, Maharashtra, India Neev Full time
Job Description

Operations Manager

Experience - 8 to 10 years

Location - Juinagar, Navi Mumbai

- Provide support as per the scope with dedicated onsite team who will provide

support to end users for their technical issues

- Problem management ,Incident Management ,Change Management
- Understand and identify the diDerent types of managed elements i.e. IP phones,

Voice gateways, Voice Recorder & Application i.e. CTI, LCM

- Provide information on inventory of the elements hosted at Customer premises as

Required

- Ensure details are captured and tracked related to activities performed by onsite

team, and ensure handover to next shift person, during shift rotation time is done

- Ensure support for the Customers Contact centre devices, any other support as

Required By Other Team.

- Coordinate with various user functions for requirement gathering and support, this

is applicable for the change management considered in scope of this SOW.

- Prepare User Guides and train users on newly developed Systems/Applications. This

is applicable for applications developed onsite by the Managed Services team.

- Coordinate with various user functions for requirement gathering and support for

applications that will be developed onsite by the Managed Services team.

- Daily/Weekly/Monthly/Quarterly Dashboard to be shared with customer.
- Coordination with Cisco and other 3rd party vendor for major incidents.
- Managing tickets related to UCCE, Harmony, List & Campaign manager for locations

as per baseline in Schedule A.

- Supervising Webex sessions for Incident resolution when required.
- Periodically track, trend and report Incidents / Problems / MACDs / Changes.
- Manage and report Root Cause Analysis (RCAs) for Incidents/Problems.
- Coordination and follow up with OEMs / Respective Vendors for infrastructure &

application issues.

- Periodic meeting to review & discuss the support activities (engagement) happening

on the solution under scope and discuss the action items moving ahead.

- Support activities like incidents/ problems/ changes/ MACDs reported, performed or

pending.

- Monthly invoicing with partner and budget calculations forecast.

Skills: management,customer,managed services,cti,change management,application,elements,lcm,ucce

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