Assistant General Manager - IT Client Support

Patra Corp

8 - 9 years

18 - 20 Lacs

visakhapatnam

Posted:2 hours ago| Platform:

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Skills Required

sop management it networking client management client support it operations management citrix end user support it support itil it operations customer centric technical support vdi it infrastructure management remote desktop client handling

Work Mode

Remote

Job Type

Full Time

Job Description

Role and Responsibilities:

Lead the IT Client Support group with a focus on communication, co-ordination, collaboration & co-operation.
Ensure accuracy, compliance in planning and execution of Patra and Client policies.
Lead weekly and monthly team calls to ensure proper prioritization is given to ticket urgency and severity.
Develop and maintain Client Support Standard Operating Procedures (SOP), revising them as needed to enhance efficiency and accuracy.
Generate various reports on Team performance across all services and geographies.
Collaborate with functional leaders, IT Leaders, legal, finance and HR Business Partners (HRBPs) to solve challenges that cross between departments.
Provide insights and analysis to stakeholders, including leadership in India and North America.
Periodically assess existing practices, recommending enhancements for improvement.
Act as a subject matter expert, offering timely advice, direction, and recommendations on how to improve services to the business and our clients.
Train team on effective communication across the board

Required Skills/Abilities:

Basic understanding of IT networks, VPN, Remote Desktop, platforms such as VDI and Citrix, and MFA methods.
Proven willingness and ability to learn our business
Able to meet deadlines consistently within a project management perspective
Capacity to thrive in a fast-paced, high-pressure environment.
Proficient in Microsoft Office Suite or similar software, with a capacity for quickly learning new or updated tools.
Player-coach leader with the ability to produce individual results while coaching and developing team members.
Self-starter with the ability to operate independently under minimal guidance.
Flexibility to accommodate varying schedules to engage with US team members.

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