With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.Welcome to the relentless pursuit of better.Inviting applications for the role of Assistant Manager - OperationsIn this role you will be responsible for Implementing IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security thus document process controls, step by step procedures, key input-output information for all activities & Explore opportunities to reduce the IT operational costs working with business and corporate teams.Responsibilities· Manage Relationship with Client, Business team, Biz IT organization, corporate team and other stakeholders· Ensure all the customer escalations/issues are proactively identified, addressed and closed with documentation· Regular reviews for Client and Corporate initiatives / projects / IT implementations across towers including applications, products etc.· Drive IT Governance meeting with client IT, business teams· Ensure Zero Major Incidents due to hygiene issues for the account/s· Report out performance metrics, dashboards, monthly updates and issue progress to Internal and Client, Business and IT leaders as and when required· To enable the conduct of Infosec compliance audits across all account/s· Ensure 100% SOW compliance for all accounts in account· Ensure all SLA metrics are met as per agreed SLA norms· Actively participate in NC closure / Risk mitigation· Ensure effective Business Continuity Planning & delivery· Proactive communication on all the ongoing efforts as well as risk & mitigation plans required. All the efforts, approvals & communications have been documented· Partner with internal Audit teams to help enhance processes, systems and teams to deliver an outstanding customer experience by conducting deep dive analysis, identifying issues & fix it with a sustainable solutionQualifications we seek in you!Minimum Qualifications· Graduate, preferred in IT stream· Expertise in IT with one of IT infrastructure domain of which must have been in IT Operations and dealing with international stakeholders.· Experience in driving IT operational metrics, planning and conducting client and internal businesses IT operational governance and tracking action items to closure.· Sound understanding of converting client and biz requirements and deliver with the help of team and vendor organization.· Ability to interact with technical and business, executive leadership and operational staff and act as a Thought Partner· Ability to communicate clearly and concisely, both orally and in writing· Strong negotiation and analytical skills with experience in using Excel and PowerPoint· Flexible to accommodate time-zones as to meet the client demands, clients being geographically dispersed· Excellent interpersonal and communication skills· Ability to work both independently and in various team settings· Ability to work under pressure with a strong sense of setting prioritiesPreferred Qualifications/ Skills· Knowledge in Voice domain would be an added advantage· Knowledge in Application area would be an added advantageGenpact 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 . Follow us on , , , and .Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
