• Citizen

• Full Time

• Direct Hire

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 25th Mar 2022

What you ll be doing...

The Senior Manager will be responsible for leading the 24/7 operational support relating to Security Tier 3 complex function support services and demonstrate to live by organization\s credo & values throughout their journey with Verizon. You will continuously focus on customers, PMO/Accounts teams, product activation teams and business stakeholders to deliver relentless customer satisfaction to our customers.

Apart from managing administrative & people management responsibility, you would be responsible for day to day delivery of operational workload, managing work distribution, handling high voltage escalations, investigations and root cause analysis, driving crisis management and establishing customer engagement/improvement initiatives. You would also be responsible for managing and maintaining high class quality standard on operations activities and workload, drive and manage quality and problem management process.

• Manage team of forty or more members, align teams with right priorities, set goals & objectives, performance management, and engage in talent-development.
• Provide subject matter expertise to Operations team illustrating in-depth business knowledge across Verizon s proprietary products and services such as Converged Security Operations center (CSOC).
• Manage cross functional groups consisting of FTE s & contractors.
• Manage products and services for CSOC, which consists of multiple support layers (Change Management & Incident Management) of Verizon Managed security devices for enterprise customers.
• Track the SLAs, Change Success Rate, MTTR and related metrics at regular intervals to improve the team s performance.
• Keep the change success rate at 100% across entire customer base and ensure the customer satisfaction rate doesn t drop below the set threshold.
• Manage service delivery and also build strong client services and customer relationship.