Job Summary

To diagnose and resolve complex technical issues impacting business operations,facilitate root cause analysis and enhance customer feedback for support operations.

Key Responsibilities

• Management of Service Desk team (Level 1 Service Desk, Remote Desktop Support & Global Access Management) of direct and indirect reportees.
• Responsible for driving and achieving performance against agreed Service Level Agreements (SLA's), Service Level Objectives (SLO’s) and Key Performance Indicators (KPIs)
• Coach and train Service Desk team members to improve SLA Adherence and response/resolution time.
• To optimize customer support, provide staff with regular trainings
• Continuously evaluate and refine Service Desk procedures and processes in discussion with the customer as per industry best practices.
• Lead development and management of Knowledge Articles/Standard Operating Procedures (SOPs), Runbooks.
• Develop and implement procedures to provide high quality services both internally and externally
• Manage staff levels and scheduling to provide full cover during required business hours
• Ensuring team is readily available to support via all contractual means i.e. Phone/Chat/Email/Self Service etc. during the Support window.
• Attending customer calls and handling escalations as and when needed
• Acting as a technical lead and supporting team with issues being reported at Service Desk with regards to the scope of support
• Ensuring all applications, technologies, infrastructure required for the proper working of team is available and coordinate with the concerned departments in case of any gaps/outages etc.
• Preparation and delivery of all reports, decks as needed by the Project and Customer (Daily, Weekly, Monthly etc.)
• Performing Analysis of Service Desk (SD/RDS/GAM) tickets to identify gaps and work with team in closing the same.
• Management of in-flight projects and new services being added in scope without impacting the service levels
• Ensuring Audit Readiness for Service Delivery and Compliance activities
• Measuring monthly, quarterly, and Yearly performance of the reportees and conducting regular one-on-one discussions
• Responsible for fostering and development of the team / sub teams and ensuring their career advancement
• Identify areas of underperformance and take corrective actions as needed
• Handling other non-technical issues of reportees example: Transport, HR etc.

Skill Requirements

• Strong Leadership & customer relationship skills and drive to push things within and outside the system.
• Team Size – 20-30 plus
• Overall Strong Technology Landscape understanding:
• End User Computing (Active Directory/Exchange/Citrix/Office 365/MDM etc.)
• User Access Management
• Service Desk 
• Desktops & Laptops Support
• Teleconference
• Windows/Unix/Linux
• Understands the process gaps and implement necessary changes to align to ITIL guidelines
• Automation in service delivery – Encourage automation in service delivery to improve response and service.
• Innovative ideas – Values adds - Encourage innovative ideas that has direct impact on resources, revenues without any disturbance in the existing services.
• Resource management. Ensure optimal resource utilization and YOY show improvement in resource utilization.
• Utilization – Manage the optimal utilization of resources and man power to deliver the agreed services to customer.
• Understanding of P&L management
• Management reporting – Responsible for timely and accurate reports about the performance of the team and the environment that is being serviced. Generate appropriate reports to higher ups within HCL and for the steering committee meetings with the customer.
• Knowledge of reviewing Statement of Work (SOW).

Other Requirements

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