Manager - Integrated Operations

3 months ago


Gurugram, India Orange Business Services Full time

about the role

To supervise the customized service desks team(s) and to ensure a professional and consistent delivery of quality service to OBS customers. Also, assisting higher management in driving continuous improvements, transversal projects and achievement of operational targets while sustaining employee satisfaction.


about you

Relevant Experience

Overall experience of 8+ years with minimum 3+ years of people management experience in customer facing job role.


additional information

• Supervision of the team(s) to ensure compliance of performance management targets and customer satisfaction while managing Multi-services large customer complex 

environment.
• Matrix management for co-located roles.
• To manage diverse roles like Incident manager, Problem manager, Level3 Experts
• Participate in monthly service/business reviews with customer along with service management team.
• Manage incident related communication with customer & Internal OBS Sr. management.
• Lead transversal/operational projects and initiatives at functional level etc.
• Work with GPO for process improvements, workload analytics etc.
• Deputize sub-functional heads in their absence.
• Ensure all incidents / inquiries are processed and resolved or sent to appropriate next level agency in a speedy and effective manner.
• Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.
• Knowledge of IT services under IaaS portfolio
• Knowledge of SDN, SD-WAN, uCPE, Meraki.
• Development of team to ensure skills levels match both current and future operational and customer requirements.
• Schedule staff training, leave requests, duty rosters, and overall workforce planning requirements.
• Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews, defined ownership and continuous service improvement.
• Ensure adherence to company procedures to assure call quality, customer satisfaction and restoration of customer service as soon as possible
• Review of all necessary reporting to ensure operational, SLA and customer support targets are met.
• Daily review of primary KPI reporting, specifically review of MTTR, Status & Escalation.
• To monitor all open incidents and apply appropriate escalation process as necessary completions to complete root cause investigation when outside of objective.
• Feedback to departmental management on actions to improve.
• Implementation of strategies and processes to ensure employee satisfaction


department

Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business

contract

Regular



  • Gurugram, India Orange Business Services Full time

    about the role To troubleshoot and resolve complex customer-related faults in a multiservice & Multivendor environment. Handling escalated issues for LAN/WAN, security, WAN optimization & Zscaler related failures.  Leading technical bridge calls with customers & stakeholders for escalated incidents till resolution Working with vendors and...


  • gurugram, India Valvoline Global Operations Full time

    Why Valvoline Global Operations (VGO)?Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil.As an affiliate of Aramco, one...


  • Gurugram, India BDO India LLP Full time

    Core Deal Value Creation roles & Responsibility: -Post-merger Integration services - Set up of integration management office (IMO) & reporting cadence. - Design of target operating model and to-be organisation structure (including change management & comms)- Preparation of Day 1 & Day 100 plans and checklists- Functional & business process integration - HR,...


  • gurugram, India Valvoline Global Operations Full time

    Why Valvoline Global Operations (VGO)? Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil. As an affiliate of Aramco,...


  • gurugram, India Valvoline Global Operations Full time

    Why Valvoline Global Operations (VGO)? Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil. As an affiliate of Aramco,...

  • Operations Manager

    2 weeks ago


    gurugram, India IGT Solutions Full time

    IGT Solutions is looking for a Manager - Operations (with travel experience) to lead multiple client business operations in a Global Digital BPM Contact Center services environment. The position reports directly into a Senior Manager / Head Global Operations and has a leadership span of 500 FTEs across multiple business accounts. The position is responsible...


  • Gurugram, India Valvoline Global Operations Full time

    Why Valvoline Global Operations (VGO)?Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil.As an affiliate of Aramco, one...


  • gurugram, India Havas Media Network India Full time

    1. Budget Management & AllocationBudget Planning: Work with internal stakeholders to allocate budgets across different media platforms (TV, print, digital, radio, OOH, etc.).Cost Control: Ensure media investments are made within the assigned budget and negotiate rates with media partners for cost efficiencies.Campaign Planning: Collaborate with teams to plan...


  • Gurugram, India Hollister Incorporated Full time

    Summary: The Specialist Integrations Developer is responsible for design, development, testing, implementation, and documentation of required Integrations by JDS/Hollister Business functions. The  Specialist Integrations Developer works with the Business Analysts, Application Owners and/or Business Relationship Operational Managers – Operational (BRMs) to...


  • Gurugram, India Hollister Incorporated Full time

    Summary: The Sr. Specialist Integrations Developer is responsible for design, development, testing, implementation, and documentation of required Integrations by JDS/Hollister Business functions. The Sr. Specialist Integrations Developer works with the Business Analysts, Application Owners and/or Business Relationship Operational Managers – Operational...


  • Gurugram, India AkzoNobel Full time

    About AkzoNobelSince , we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than countries and use our expertise to sustain...


  • Gurugram, India Havas Media Network India Full time

    1. Budget Management & AllocationBudget Planning: Work with internal stakeholders to allocate budgets across different media platforms (TV, print, digital, radio, OOH, etc.).Cost Control: Ensure media investments are made within the assigned budget and negotiate rates with media partners for cost efficiencies.Campaign Planning: Collaborate with teams to plan...


  • gurugram, India Havas Media Network India Full time

    1. Budget Management & Allocation Budget Planning : Work with internal stakeholders to allocate budgets across different media platforms (TV, print, digital, radio, OOH, etc.). Cost Control : Ensure media investments are made within the assigned budget and negotiate rates with media partners for cost efficiencies. Campaign Planning : Collaborate with teams...


  • Gurugram, India Orange Business Services Full time

    about the role The Problem Manager position is critical and will be solely responsible for supporting all problem management activities. The customer's demands are high, and the activity level is intense. Hiring a Problem Manager will significantly contribute to creating a more stable and efficient operational environment, enabling Orange to deliver...


  • Gurugram, India Orange Business Services Full time

    about the role The Problem Manager position is critical and will be solely responsible for supporting all problem management activities. The customer's demands are high, and the activity level is intense. Hiring a Problem Manager will significantly contribute to creating a more stable and efficient operational environment, enabling Orange to deliver...


  • Gurugram, India AMEX Full time

    You Lead the Way. Weve Got Your Back. With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, youll learn and grow as we help you create a...


  • Gurugram, India AMEX Full time

    You Lead the Way. Weve Got Your Back. With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, youll learn and grow as we help you create a...


  • Gurugram, India Orange Business Services Full time

    about the role 1. Primary Job Purpose To troubleshoot and resolve complex customer related faults. Perform problem management activities in determining root cause of incidents and unknown errors. Document knowledge gained on each problem for the benefit of Incident Management. Work with vendors and providers in order to provide final resolution to...

  • Operation Manager

    1 month ago


    Gurugram, India Prasuma Full time

    Manager OperationsKey Responsibilities:Demand Forecasting: Collaborate with the Sales Team to develop accurate demand forecasts. Utilize historical data market trends and sales input to predict future demand effectively.Supply Planning: Create comprehensive supply plans based on demand forecasts to optimize factory production. Ensure production schedules...

  • Operation Manager

    4 weeks ago


    gurugram, India Prasuma Full time

    Manager OperationsKey Responsibilities:Demand Forecasting: Collaborate with the Sales Team to develop accurate demand forecasts. Utilize historical data market trends and sales input to predict future demand effectively.Supply Planning: Create comprehensive supply plans based on demand forecasts to optimize factory production. Ensure production schedules...