Job Description (Posting). Skills Required ITIL Certified Experience Required 10 to 12 years in IT operations Relevant Experience Minimum 7 Years in Management Role in handling Global customers with direct/indirect reporting (30-50 resources) Experience of managing Leads and First level managers Technical Skills - Any IT (Infra) Technical skills (background) would be an added advantage (Networks Skill preferred) Technical Certification Any Cisco Technical Certification (Preferred) Experience of handling NOC teams Minimum 7+ years experience in customer handling An effective communicator with excellent relationship building & interpersonal skills Expertise in spearheading multiple teams and ensuring delivery in compliance to the Cost, Schedule, Scope and Quality parameters Understanding of PnL is a plus Meet the end-to-end Project timelines by ensuring on-time delivery Understand business customer objectives and align the effort to achieve the same. Ability to organize, delegate, and leverage resources to accomplish objectives Strong analytical, problem solving & organizational abilities. Possess a flexible & detail-oriented attitude Discuss with business customer or client to define requirements and deliverables Identify the team, develop project plan to achieve the goal A keen planner, strategist & implementer with demonstrated abilities in IT infrastructure planning and management for streamlining business operations and Organizational and time management skills Strong meeting management and reporting skills with Exceptional Customer service skills and client focus Execute the project plan to meet deliverables Define change control process and implement it stringently Coordinate and integrates project activities, lead the team Identify and quantify all the risks, define mitigation plan and monitor all risks on a weekly basis Define communication plan for all stakeholders, get buy-in for status report format and communicate on defined frequency Solve team conflicts and problem, take corrective actions when problem arises (1.) To identify attrition percentage in accounts and take up initiatives to reduce the same (2.) To perform value addition activities (CIP and SIP) and implement strategies to improve productivity. (3.) To implement Profit Implement Plan (PIP), review Budget vs. Actual Cost and analyse the deviation to plan strategies to reduce deviation through levers like Automation and self-driven initiatives. (4.) To ensure retention of accounts that are due for renewal or maintain high level of customer satisfaction (ACSAT) (5.) To ensure that all responsibilities and project deliverables are completed within SLAs through effective team management and monthly reviews (6.) To ensure generation of an account level EE and EN revenue (7.) To ensure absorption of freshers as per the defined account targets Qualification B-Tech Skill (Primary) PMO-Program Management-Program Management
