Manager - VC And Collaboration Service

Manager - VC And Collaboration Service - COR021151

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us. Inviting applications for the role of Manager, VC & Collaboration Service Job description

• The candidate should be holding at least relevant years of hardcore VC & Collaboration 24X7 Ops experience
• Must have designed the Collaboration Rooms for large scale infra and delivered the project end to end
• Candidate is responsible for delivering an exceptional video conference and technology meeting experience to all staffing levels at Genpact
• This role’s primary focus is providing daily operational & technical support of meetings, including video conferences, virtual meetings for Zoom, Teams, and other Collab service.
• Collaborating with the Service Desk, this role will respond to daily request, break fix and meeting support tickets via ServiceNow ticketing system and email.
• Candidate must have worked/handled the IT projects and delivered end to end
• Candidate should have experience of handling the team
• Global customer interaction is one of the key expectations from candidate
• Candidate must have worked on the latest technologies (Zoom Rooms, Interop, Polycom, Logitech, Crestron)
• Candidate should be very strong in written & oral communication
• Candidate should be holding good understanding of Automation & DevOps environment

Responsibilities

• Included in the daily operational support responsibilities includes general meeting room rounding to conduct proactive equipment maintenance. This Multimedia Specialist is also responsible for video conference scheduling, creating & managing user accounts, and escalating to appropriate teams when necessary. The Multimedia Specialist will manage and maintain equipment related to informational displays, digital signage, compute, controller, camera, Meet up units and other various related technologies.
• Strong Customer Service, ability to directly converse with all levels of the organization, and comfort with large audiences is essential to this position. Partnership with Multimedia Infrastructure teams on conference room upgrades and technology changes is necessary. This role will provide end user/administrative staff training on meeting room process, best practice etc. As part of the IT Operations Desk Side group, cross training Desktop Technicians on multimedia technologies will be necessary to ensure adequate back up resource support from fellow team members.
• Provide onsite assistance and coordination of both internal and external meetings including video conferencing calls setup, configuration, and optimization of each session.
• Provide technical support for web/audio collaboration tools such as Zoom, VC, Teams Zoom Rooms.
• Accurately document instances of hardware failure, repair, installation, upgrade, and equipment removal in ticketing system.
• Maintain accurate and current inventory of all multimedia equipment and support spare parts.
• Act as the first point of escalation/contact to the Service Desk staff to provide technical guidance, immediate onsite support and help resolve VC related issues.
• Experience to handle and support solution like Prysm wall & 3rd Party customized sol.
• Create and deliver training and related documentation for technical and non-technical end users on best practice use, set up and configuration of multimedia conferences.
• Develop and maintain Standard Operating Procedure documentation for Multimedia support function.
• Collaborate with management to develop Multimedia strategies to support the needs of the organization.
• Playing accountable role along with team while handling the operations issues and delivering the assigned projects
• Working with internal / external resources to deliver the assigned task
• Candidate may get into Ops critical issues to isolate the root cause technically
• He/she may have to get into the issues technically, drive the issue closure along with OEM
• Work with different Vendors and service Provider for faster and accurate resolution/implementation.
• Identifying open risk in the production network and provide input for mitigation.
• Creation of technical documents and working with internal team to implement the same
• Finding the scope improvement by initiating the Lean/Six Sigma projects to add the efficiency in to system/process

Qualifications we seek in you! Minimum qualifications

• Graduate
• Relevant years of experience required.
• CTS Certification (Certified Technology Specialist) or its equivalent is a plus. Preferred qualifications
• Candidate should be very strong in written & oral communication
• Works with all areas of Information Systems to improve processes, communication, and support.
• Collaborate with management to develop Multimedia strategies to support the needs of the organization.
• Provides on-call off hours support as required.
• Assist with placing equipment purchases.
• Additional miscellaneous duties and responsibilities as assigned Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Job

Manager

Primary Location

India-Gurugram

Education Level

Bachelor's / Graduation / Equivalent

Job Posting

Dec 2, 2021, 9:56:46 PM

Unposting Date

Ongoing Master Skills List Corporate Job Category Full Time