Position: Operations Engineers / Leads / Managers
Experience: 4+Yrs
Work Location: Hyderabad / Bhimavaram
Responsibilities:
- Overall service delivery and SLA adherence
- Responsible for the end user relationship and communications including interactions with internal management team and the external client account team
- To drive the technical/process related services and oversee service delivery, ensuring SLA KPIs are met
- Provide overall leadership and mentorship to the team leads on complex issues that require assistance
- Monitor the progress to ensure all issues are addressed and resolved within agreed SLA's
to lead all documentation (SOPs, Process Flows, MIS reports) preparation and review final documents
- Timely escalation to different levels and speed up the resolution
- Improve the operational systems, processes and policies in support of organizations mission.
End to End communication with the management and vendor teams
- Leads high-level sessions for program plan and schedule development, ensures the projects are adhered to the defined timelines
- Single point of contact for all the ITIL process deliverables and customer requirements.
RCA validation sent by vendors/support teams
- Track Process Adherence
- Accountable to executive schedules etc.
Requirement:
- Understanding of operating systems, Windows, Exchange and VMWare skills
- Good Customer Communication skills to front end the partners/customers
- Experience on ITIL Incident Management, Problem management, Change Management
- Good Experience on Escalation Management
- Should have MS Office, MS Word, MS Excel and PowerPoint presentation skills
- Awareness of basic networking concepts and technologies
- Experience on Hybrid cloud operations like Operational Experience and Service Excellence
- ITIL certified preferred
- Willing to work in 24*7 rotation model
- Bachelors degree in information technologies preferred
Send your profile to fathima.khanam@netenrich.com