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•5 + yrs of experience in team handling for projects in IT/BPO industry.
•Knowledge about IT Infrastructure – Experience in working in a IT organization, awareness of LAN/WAN/Server/Application Management.
•Experience in leading a IT team
•Open to change and risk factor
•Attention to details
•Proven ability to strategize, influence, communicate and execute on complex initiatives.
•Proven ability to manage clients and lead a team towards meeting the agreed SLAs with the client.
•Demonstrated strong analytical and problem solving skills.
•Proven team leader – Self-motivated, high-energy levels and works well under pressure of timelines.
•Ability to manage the Quality expectations of the customer and assist the Operations team to deliver them.
This role would require you to lead teams of Technical Support Analysts to ensure world-class IT Infrastructure Management to our global clientele.
-It would involve keeping the team energized and focused, closely monitoring the service delivery operations to ensure compliance with key metrics and SLAs, interacting with and managing customers & key stakeholders on a day to day basis and undertaking regular process improvement measures based on customer feedback and data analytics.
-You have to be able to conceptualize and develop solutions for customers around IT Helpdesk and Infrastructure Management.
Main tasks and responsibilities:
- Team handling \ people management
- Achieving process targets
- Able to understand root causes around technical issues and provide preventive/corrective actions.
- Should have good client handling skills
- Escalation tracking of both client issues and team issues
- Monthly, Quarterly and Yearly Team Performance discussions and appraisal
- Looking out for new opportunities for revenue enhancement
- Negotiation skills with clients and team members
- Monitoring Low attrition rate
- Arranging and facilitating team huddles for better process performance and enhancement
- Managing internal team conflicts and resolving it.
Working hours: regular working hours / might work in shifts (depending on Business timings)
Career impact with Genpact!
Genpact is the leading provider of Business Services & Technology Solutions worldwide.
Owned jointly by General Electric, General Atlantic and Oak Hill Capital Partners, Genpact has operations centers across India as well as in China, Hungary, Romania, the United States and Mexico.
The Portfolio of services offered from these Global centers include: Finance & accounting, Customer Service, Supply Chain & Procurement, Sales & Marketing Analytics, Financial Services Collections/Ops, Information Technology Services, Enterprise Application Services.
We are currently expending our team in Bucharest and therefore we are providing outstanding career opportunities in multiple business areas.
What makes us different is the ability to serve our worldwide clients in their own language: English, French, Italian, Spanish, Hungarian, German, Dutch, Portuguese, Swedish, Polish....you name it.
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