Job description:

General Description:
Responsibilities :-

Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are been handled as the defined SLA
SLA & KPI Management - To ensure all SLA and KPI for the project is been over and above achieved
Client Management- To ensure right communicating is been liaised with clients, Creating reports for client.
Team Management - Team building and handling skills and also act as a bridge between the leadership and team members
Team Handling - Should handle team efficiently by taking max.output and discuss their improvement plan.
Transition - Due diligence and coordinate wit the transition team for proper implementation of the process
TechBar Management - To ensure the teams manage the Tech bar effieciently. Help customer on their issues.
Automation - Process improvement and automation opportunity to be explored and implemented
Technical - Knowledge of SCCM, Windows 10 to 11 upgrade, Windows Build process, Technical troubleshooting on windows, printers, Hardware issues and client VPN.
Ticketing Tool - ServiceNow, Dashboard creation, How to calculate SLA's, Fetching reports and shared SLA reports with team

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.