Experience.
Define and document detailed Knowledge document, process flow diagrams for
given technology solution.
Facilitate review sessions with functional owners and End user experience
stakeholders.
Proactive and motivated in understanding existing systems, inter dependencies
and recommend future improvements aligning with business needs.
Cooperates and collaborates with colleagues, cross-functionally, to support
improved end user experience.
Active participation in day-to-day activities of project execution.
Focus on project opportunities and transformation initiatives.
ITIL process definitions and implementation.
Automation in service delivery.
Resource management.
Utilization.
Management reporting.
Conduct regular in depth service and process audits.
Employee retention, motivation and training.
Focus on grooming people from L1 to L2, L2 to L3 within select timelines.
Value add to customer- by working closely with the Transformation and
Consulting group for:
1). Architecture gap assessment studies
2). Implementation of new technologies
3). Consolidation/virtualisation opportunities
4). Reduce business impact of outages
5). Cost savings through better solutions
6). Enhance operational efficiencies
7). Operation interaction with technologies Lead /
8). Service Owner
9). Overall Customer and Employee Satisfaction
Effective monitoring, control and delivery of services within agreed SLAs using different
methodologies, tools and ITIL processes
Proactive problem management and timely handling of escalation
P&L Budgeting and Management
Ensure a delightful customer experience across all touch points and maintaining this at a
cost of service which is in line with budgets
(1.) Ensure The SLA of all the Track & SLA violation
(4.) Ensure A-CSAT target should achieve & improvement plans to be created for less
scoring areas
(6.) Ensure timely preparation of matrix, presentation for customer review and meetings
(9.) Responsible for all the issues related to rotation / progress of the employee who are
recruited within the NOC
(11.) WCC should be signed & invoice should be generated in timely manner
(12.) Review Budget Vs Actual Cost, Analyse the deviation & plan