Nexthink Sme

Proficiency in design build and implement Nexthink
- Create HLD and LLD documents for Nexthink implementation
- Good understanding of process to identify use cases analyzing the environment and implement in Nexthink
- Identify area of automation for issues being reported in the environment
- Good hands-on experience on Windows 10 support and proficiency in issues that could be seen in an end user environment
- Should have hands on experience in troubleshooting windows 7/windows 10 clients for issues and understand the architecture of Windows clients.
- Understands various components like ITSM tool and integrations of Nexthink tool and ITSM
- Able to review data produced by Nexthink, analyze and come up with strategies to configure use cases in Nexthink and proactively resolve issues.
- Excellent communication and interpersonal skills
- Excellent written skill
- Customer facing and articulation skills
- Good analytical skills and troubleshooting skills.
- Reporting and technical documentation as needed

**Role**

The purpose of the role is to manage delivery of a project driving operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery

**͏**:
**Do**
- Delivery Management
- Ensure seamless delivery of the projects
- Deploy optimum project delivery structure post transition/ migration phase by evaluating the budget, costs, risks and staffing requirement
- Create quarterly project charter with well-defined weekly project trajectory as per the project specifications & requirements and ensure 100% adherence in terms of schedule, quality, efforts and costs
- Ensure 100% compliance to Project SLAs, information security protocols and etc (all customers contractual obligations)
- Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA
- Liaise between customer and internal technical delivery team to drive project health by adhering to organizational norms of project metrics
- Drive various project related audits like quality, customer, ISO etc and ensure zero non-compliance
- Conduct periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations
- Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the program/ project requirement
- Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes
- Maintain project structure in Confluence & SAP in line with prevailing business requirements and norms
- Ensure expected ramp down (ERD) compliance as committed in MSA
- Client Relationship Management
- Engage with client to deploy opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients
- Conduct regular customer connects (meetings/ visits/ video
- conference) and participate in Management Review Meetings (MRM) with client management/engagement managers to understand customers current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation
- Identify and close early warnings on a project to avoid any customer escalations
- Plan and conduct Quarterly Business Reviews (QBR) along with DMs/ ADH with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account
- Design and monitor project performance dashboards/ reports with the clients periodically
- Delivery governance across the project
- Create weekly/ monthly/ quarterly MIS and reports to monitor and track overall project
- Conduct periodic reviews with the delivery team on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects
- Identify and resolve potential risks or early warning signs on project delivery to drive for ZERO surprise escalations and eliminate any revenue leakage
- Escalate any deviations from the project charter to the delivery managers in terms of schedule, effort, cost, infrastructure from the project charter and minimize process exceptions and such deviations from the actual project plan
- Review and monitor revenue allocations/ realization to avoid OB revenue leakage
- Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at project/ program level during reviews highlighting any critical project escalations and potential risks

**͏**:

- Operational Excellence
- Automation Focus
- Perform pareto analysis as per the no. of incidents received and accordingly identify automation opportunities and drive value adds across the project
- Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery
- Interact and engage with tools team to bring in new tools in t