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Senior Operations Manager
The vacancy has expired
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Salary2000000 - 2200000 LPA
- LocationChennai, India
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Industryfmcg
Job Description
Minimal Expectations
- The SOM will be a SPOC for the clients. Develop rota plans with team for POC.
- Managing all procedures related to the identification, prioritization, and resolution of user requests
- Monitoring, tracking, and coordination of support functions
- Facilitate/address triage/analysis, response, resolution, escalation, and communication
- Coordinate with the delivery teams and PM’s/delivery managers on technology deployments, releases and maintenance of outages
- Monitor Escalations. Track all escalations. Develop rota plans in team to handle escalations
- Implement helpdesk
- Continued development of the KMS /KEDB and the overall process of moving to knowledge management-centric support.
- Assist with customer inquiries and escalations as needed.
- Identify, measure, benchmark, analyse and perform regular review of reports & scorecards.
- Maintain data of service availability, ticket volume, resolution rate, time to respond & time to resolution.
- Analyse results for trends, process improvement opportunities, and staff training needs and take appropriate action to improve results.
- Encourage communication of new ideas, solutions, suggestions, and problems review for appropriate action or implementation.
Skills to be demonstrated
- Demonstrated logical thought processes
- Excellent communication skills, both oral and written, with the ability to communicate effectively to customers, peers, and non-technical management.
- Project management skills with the ability to manage multiple projects and prioritize activities
- Good skills to supervise, lead, coach, motivate and work through others Key Performance Metrics
- SLA compliances and reasoning for SLA deviations
- Consolidated Trackers for all SR’s and Incidents
- KEDB Enrichment
- Workaround for Common issues
- Ticket analysis at each account level to understand the repetitive problems
- Standardize Ad-hoc activities
- Cross-train associates in Application Instances
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