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Cfs Operations Support

2 weeks ago

India Zensar Technologies Full time

**Skills**:

- Techno-functional skill set to manage support while also guiding the team where they need technical help
- Good understanding of ITIL, ITSM principles
- Grasp on SLA and OLA management
- Ability to create metrics and dashboards to track Operations Health
- Excellent Communication Skills to work with team and build rapport with Customer

JD
- Manage an 11 person Prod Support team to provide committed capacity and level of service
- This role operates in Aus, EMEA, and US Shift
Manager will not be required to be present in all 3 shifts - but will be accountable for team's performance all round
- Take care of Scheduling, Rostering, and Leave Management across shifts
- Manage capacity and succession planning
- Manage daily Operations and handle escalations before they are raised
- Create Weekly and Monthly Metrics, Reports to track project health
- Take care of Project Admin activities like Audits, Appraisals, etc.
- Accurately manage Revenue Forecasts and Invoices