Service Delivery

7 days ago

Mumbai, Maharashtra, India Intertec Softwares Full time ₹ 15,00,000 - ₹ 25,00,000 per year

RESPONSIBILITIES (INCLUDES TASKS AND AUTHORITIES):

Responsibilities:

  • Responsible to lead the Service Delivery and CSAT of Business-Critical Applications for Large Enterprise Customers in India and GCC Countries.
  • Manage Pre-Sales for Omni Channel and AI Cloud Contact Center and Infra Monitoring/ITOM Applications.
  • Handle Level 2 and L3 troubleshooting for Cloud Contact Centers, ITOM Solutions, Windows/Linux Servers, Hyper Converged Infra, VoIP Protocols, Omni-Channel Interactions, QA and QM Modules.
  • Oversee IVR Builds, Complex Integrations, API builds, and CRM Integrations.
  • Provide problem resolution, Root Cause Analysis, and Action Plans.
  • Ensure Life Cycle Management of Platforms within the Applications framework.

Requirements:

  • Minimum 5 years of experience in a similar role within an SI Company.
  • Strong knowledge of ICT Infrastructure solutions, Telco, and Network Layer.
  • Experience with Contact Centers, Telcos, and BPO's NOC in ITIL frameworks.
  • Ability to analyze problems and provide robust solutions.
  • Strong understanding of monitoring and Contact Center Applications, ITOM/EPM tools, Security tools, and Backup tools.
  • Excellent communication, leadership, and organizational skills.
  • Relevant industry certifications (Contact Centers, Microsoft Technologies, Network, Project Management, ITIL).
  • Flexibility to work in different shifts and time zones.

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

  1. Technical and business communication
  2. Project management and operational excellence
  3. People management and team leadership

SOFT SKILLS:

MANDATORY

  1. Good Communication – ability to communicate and articulate the message effectively and engage the person/s well during the conversation.
  2. Customer service and relationship management.
  3. Stake holder management - Ability to effectively engage the stakeholders, navigate through the day to day HR administration, people actions
  4. Problem Solving – ability to understand & diagnose the problem and propose solutions in the best interest of the organization & employees.
  5. Passion for Results – Demonstrate the sense of urgency to deliver results

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