Job Summary
Main Responsibilities: • P&L Responsibility-Contracted and new business from existing customers • Enabling smooth transition of new accounts • Customer retention through creation of stickiness. • Expansion of services to fill all gamut’s of infrastructure-increase breadth. • Increase penetration into these accounts across all existing services-increase Depth. • Focus on project opportunities and transformation initiatives • ITIL process definitions and implementation • Automation in service delivery • Creation of reusable service and process components • Resource management • Utilization • Billing • Management reporting • Conduct regular in depth service and process audits. • Employee retention, motivation and training • Focus on grooming people from L1 to L2, L2 to L3 within select timelines • Value add to customer-YOY by working closely with the Transformation and Consulting group for: • Architecture gap assessment studies • Implementation of new technologies • Consolidation/virtualisation opportunities • Reduce business impact of outages • Cost savings through better solutions • Enhance operational efficiencies • Overall SLA management • Overall Customer Satisfaction • Overall employee satisfaction • Escalation handling on SDM responsibilities
Key Responsibilities
Main Responsibilities: • P&L Responsibility-Contracted and new business from existing customers • Enabling smooth transition of new accounts • Customer retention through creation of stickiness. • Expansion of services to fill all gamut’s of infrastructure-increase breadth. • Increase penetration into these accounts across all existing services-increase Depth. • Focus on project opportunities and transformation initiatives • ITIL process definitions and implementation • Automation in service delivery • Creation of reusable service and process components • Resource management • Utilization • Billing • Management reporting • Conduct regular in depth service and process audits. • Employee retention, motivation and training • Focus on grooming people from L1 to L2, L2 to L3 within select timelines • Value add to customer-YOY by working closely with the Transformation and Consulting group for: • Architecture gap assessment studies • Implementation of new technologies • Consolidation/virtualisation opportunities • Reduce business impact of outages • Cost savings through better solutions • Enhance operational efficiencies • Overall SLA management • Overall Customer Satisfaction • Overall employee satisfaction • Escalation handling on SDM responsibilities
Skill Requirements
SDM
Other Requirements
Main Responsibilities: • P&L Responsibility-Contracted and new business from existing customers • Enabling smooth transition of new accounts • Customer retention through creation of stickiness. • Expansion of services to fill all gamut’s of infrastructure-increase breadth. • Increase penetration into these accounts across all existing services-increase Depth. • Focus on project opportunities and transformation initiatives • ITIL process definitions and implementation • Automation in service delivery • Creation of reusable service and process components • Resource management • Utilization • Billing • Management reporting • Conduct regular in depth service and process audits. • Employee retention, motivation and training • Focus on grooming people from L1 to L2, L2 to L3 within select timelines • Value add to customer-YOY by working closely with the Transformation and Consulting group for: • Architecture gap assessment studies • Implementation of new technologies • Consolidation/virtualisation opportunities • Reduce business impact of outages • Cost savings through better solutions • Enhance operational efficiencies • Overall SLA management • Overall Customer Satisfaction • Overall employee satisfaction • Escalation handling on SDM responsibilities