Manager - Technology
Firstsource
Manila, Manila, Manila, Philippines
8h ago

WORK BRIEF

This role is a Single point of contact with respect to technology for Internal & external customers during the BAU phase.

ITIL Aligned responsibilities in detail

CORE RESPONSIBILITIES :

Service Lever Management

  • Defining the SLA requirements of the client and signing the SLA
  • Managing the service levels as defined in the SLA
  • Conducting Service Review Meetings
  • Managing Customer Expectations
  • Service Reporting

  • Identifying the reporting requirements
  • Ensure timely and accurate delivery of reports
  • Incident Management

  • Owner of all incidents related to the clients’ services.
  • Will be responsible for the successful resolution of all incidents according to SLA.
  • Review P1 and P2 incidents and provide continuous feedback to service support owner
  • Raise Problem Tickets and coordinate with Problem Management Teams
  • Availability & Capacity Management

  • Prepare a capacity plan for the service
  • Ensure adequate capacity is available to meet the Service Availability targets.
  • Define clear guidelines on the availability management
  • Communicating Maintenance Schedules to clients
  • IT Service Continuity (Review Incidents and provide feedback)

  • Prepare IT Service Continuity plan for the service
  • Carryout the service continuity tests and publishes results
  • Business Relationship Management
  • Take complaints and resolve them on priority and communicate effectively during the progress
  • Carryout CSAT survey (VOCs) on Quarterly / Half / Full yearly
  • Establish action items based on the feedback from the clients
  • Carryout Monthly meetings with service owners and Operation Managers to seek proactive feedback
  • Prepare a Service Improvement Plans
  • Change Management
  • Co-Ordinate changes with internal and external clients for successful implementation
  • Value-Add Responsibilities :

  • Participative in team bonding, offline activities as necessary with management
  • Assist new team members in need and breed the team culture along with coaching and development of DRs
  • Essential Knowledge :

  • Knowledge of hiring for candidates in a BPO set-up any mode of communication from previous experiences
  • Knowledge on HR facets as required for the role and abreast of law of the land
  • Vendor / 3rd Party Management on technology relations
  • Audit Management (Internal External ISO / Client)
  • Essential Skills :

  • Willingness to work in UK / US shifts
  • Communicate effectively, both orally and in writing.
  • Flexibility to meet business requirements and fluctuating workload, manage change
  • Project Management and ability to Organize, prioritize, and complete them.
  • Good Interpersonal Skills to foster a cooperative work environment within the management.
  • Hardworking and Smart working attitude with openness to feedback and positive attitude
  • Team Management and People Management Skills
  • Active knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.
  • Scope of Team Management :

  • This role will have DRs to manage as per business ratio and scope (3-4 engineers)
  • Decisions to be taken in consultation with superior
  • Qualifications

    MINIMUM QUALIFICATION :

  • Age : 18 years Completed and Above
  • Bachelor’s Degree Graduate (4 or 5 years course completed)
  • Experience in ITIL facets for atleast 2-3 years along with handling engineers
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