Senior Group Manager - EIT

Pre-Requisite

• Strong hands-on, technical and subject matter expertise in End User computing Technologies and managing IT BAU operations.
• In-depth hands-on experience in handling 24*7 operations in outsourcing industry.
• Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements.
• Ability to provide supports as required; 24×7 support in rotating shifts
• Analytical thinker willing to “think outside the box” to resolve customer impacting situations on first contact; understand customer requirements.
• Lead the team from front
• Exceptional documentation, presentation and communication skills.

Responsibilities

Operations Management

• Run day to day IT Operation as Usual (BAU) functions on 24*7 basis

• Handle on all areas of  operations/delivery   including incident, problem and change management as per ITIL framework
• To ensure IT SLAs are managed and monitored as per SLA agreements ( Client and Internal WNS)
• Handle complex escalations and provide support to team members
• Provide support and participate in Severity 1 and Severity 2 incidents.
• Focus on incident reduction activities and assist in creating of Service improvement  program
• Keep a track of Risk ,issues, and ensure compliance towards set account specific Rule of Engagement
• Ensure IT compliance is met or exceeded as per agreed norm
• Ensure Asset compliance activities  such as keeping track of asset inventory ,licensing con
• IT vendor management
• Leads  weekly and monthly governance calls / report
• Identify  challenging assignments and project and Execute them  along with BAU
• Maintains and develops process, policies and procedures as required
• Transition support including Knowledge transfer, provisioning  and implementation of new accounts into the shared environment

People Management

• Oversee the management of resources i.e Skills , Numbers
• Plan and Manage Monthly Shift roaster
• Review the need of resources and skills with in the team and plan for skill development programs ( technical as well as client handling)
• Mentor and conduct training programs
• Identify  and develop high potential employees in order to build operational bench strength and excellence
• Creates and presents annual evaluations, performance development plans, KRA
• Conduct weekly meeting with the team and Conveys clear expectations
• Fosters teamwork and shows commitment to team objectives, promotes collaboration and removes obstacles

Experience

• Between 12-15 years

Technical and Other Skills

• Knowledge of ITIL, Good Communication and Presentation Skills. Passion to work on Service delivery and core technologies.

Training and Certification (optional)

• Microsoft Certification, PMP or PRINCE , ITIL

Education

• Any graduate