Job Description

Who are we looking for?

Senior Manager - Service Desk Capability & Projects, who would be accountable for new Pursuit Solutioning & Support .

Job Responsibilities:

 Define, maintain and update service desk standards

 Measure compliance to service desk standards

 Respond to RFP and add on work from existing clients

 Effort estimation, service desk design

 Facilitate internal and external benchmarking exercises

 Study industry best practices and trends to be ahead of the change

 Build and conceptualize themes for the year to develop a practice leading to domain expertise

Experience:

 More than 10 years

Skills:

 Analytical skills

 Effective Business Communication

 SLA Management

 MS Office

 Decision making skills

 Solution and design

 Financial planning

 Business relationship Management

 Responding to RFP

 Knowledge and Proficiency Level

Technical Skills:

 Client Technical Service Awareness - Intermediate

 Ticketing Tool - Intermediate

 MS Office - Advance

 Avaya Operating skills - Intermediate

 Avaya CMS Operations/Reports - Intermediate

 Nice Tool Operations - Intermediate

 BP/IEX scheduling tool – Beginner

Functional:

 Networking concepts- Advance

 Client Process Knowledge- Intermediate

 DMAIC- Advance

 Call Center Infrastructure- Advance

 Industry practices and trends -Advance

 Analytical skills -Advance

 Operations Management -Intermediate

 Client Business relationship Management -Advance

 SLA Management -Intermediate

 Process Mapping/Engineering skills -Advance

Leadership & Behavioral Skills:

 Financial understanding of the Business -Advanced

 Effective Business Communication -Expert

 Decision Making Skills -Expert

 Measuring Performance/Performance Management Skills -Advance

 Coaching for Success -Advance

 Motivating Others -Advance

 Business Acumen -Intermediate

 Growing the Business -Intermediate

 Championing Change -Intermediate

 Identify and Build Talent -Intermediate

 Develop Others -Intermediate

 Conflict Management Skills -Intermediate

 Patience -Advance

 Managing Stress -Advance

 Positive attitude to change -Advance

 Attitude to feedback/willing to learn -Advance

 Relating to Others -Expert

 Influencing Others -Expert

 Team Player -Expert

 Insight into the Customer's Mindset -Expert

 Solution Based Approach -Expert

 Follow Through -Expert

 Personal Credibility -Advance

 Self-Development -Advance

 Result Focus -Advance

 Drive to Win -Advance

 Establishing Focus -Advance

 Recognize Efforts -Advance

 Approachability -Advance

 Dealing with Fairness -Advance

 Fostering Team Work - Advance

 Organization Agility - Intermediate

 Managerial Courage - Intermediate

 Challenging Status Quo - Intermediate

 Intelligent Risk-taking - Intermediate

 Create a Learning Culture - Intermediate

 Channeling Innovation - Intermediate

Domain Skills:

 Infrastructure Support – Service Desk - Expert

Process and Quality Skills:

 Information Security and compliance - Advance

 ITIL Expert - Advance

 GSD Standards - Advance

 Quality Management Systems - Advance

 Business Continuity Plan - Advance

 QMS - Advance

 ISMS concepts - Advance

 ISO concepts - Advance

 PMP - Expert

Qualification:

 Any Graduate

 ITIL certified

 PMP Certified

Skills

PRIMARY COMPETENCY : Service Desk PRIMARY SKILL : Leadership PRIMARY SKILL PERCENTAGE : 51 SECONDARY COMPETENCY : Service Desk SECONDARY SKILL : Solutions Architect SECONDARY SKILL PERCENTAGE : 29 TERTIARY COMPETENCY : Service Desk TERTIARY SKILL : End User Experience Management TERTIARY SKILL PERCENTAGE : 20