Technical Service Operations Manager
1 week ago
We are looking for a skilled Technical Service Operations Manager to join our team at 5100 Kyndryl Solutions Private Limited.
About the RoleThis is an exciting opportunity to take charge of delivering exceptional IT services to our customers. As a Technical Service Operations Manager, you will be responsible for ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining constant communication with customers throughout the service process.
As part of our team, you will work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business. You will also be instrumental in documenting and updating service management procedures and workflows, monitoring and reporting on service level agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery.
You will be responsible for managing Service Support processes, including Incident, Problem, and Change Management, and ensuring compliance with these processes. You will also drive process improvements through service improvement plans, monitor regular process measurements, address negative trends that impact effectiveness or efficiency of the IPC processes, and provide ongoing education to process users when requested or when circumstances indicate that education would improve process execution.
In this role, you will perform post-resolution incident reviews and evaluate the effectiveness of incident resolution. You will also serve as the orchestrator for incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged.
With your expertise in IT services, you will invoke problem management processes where further investigation into root cause is required and communicate the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan.
This is an ideal opportunity for passionate problem-solvers who want to deliver the best possible IT services. We offer state-of-the-art resources and Fortune 100 clients, providing endless opportunities to innovate, build new capabilities, new relationships, new processes, and new value.
About YouTo be successful in this role, you should have at least 5 years of experience in a key IT discipline such as desktop field services, network support, applications, security, or IT management. You should also be able to navigate effectively between infrastructure and application platforms, businesses and functions, end-users and senior management.
Your expertise in desktop, technical, and help desk support, incident management, and service improvement is essential. Additionally, you should have experience in SLA Management/Service Management and expertise in customer service and customer communications.
What We OfferWe care about your well-being and offer benefits that give you choice, reflect the diversity of our employees, and support you and your family through the moments that matter. Our employee learning programs provide access to the best learning in the industry, allowing you to receive certifications in areas such as Microsoft, Google, Amazon, Skillsoft, and many more.
We invest heavily in your growth and development, offering opportunities to broaden your knowledge base or specialize in a specific sector. Whether you're looking to advance your career or simply want to find your perfect fit, we can help.
The estimated salary for this role is $85,000 - $110,000 per year, depending on your location and experience.
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