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Assistant Manager - Technology Services

Assistant Manager - Technology Services

Metlife

6 - 7 years

37 - 45 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

change management helpdesk linux staffing it infrastructure windows management it service delivery sql remedy

Work Mode

Work from Office

Job Type

Full Time

Job Description

Description and Requirements

Position Summary

MLPO is the liaison to Server Project ops for customers and Distributed Storage Engineering (DSE), to ensure successful implementation
Customer requests are received as Service Now task; part of a Service Now change ticket, DSE determines/recommends engineering solution what and how of the work should be done and MLPO submits requirements to Implementation teams/Technicians as a IT Infrastructure Project
MLPO puts significant effort into collecting, validating and improving the accuracy and completeness of the requirements

Server IT Infrastructure project to be validated by the requestor and lead technician, and coordinate the resolution of any issues identified by the requester or Technician, until project specifications are approved. Continue the role of resolving issues between Technician, Server Win-Ops, Server Linux Ops, Distributed & Web-Ops, DSE, SQL and requester encountered as Server Ops schedules, implements, and completes the work.

Job Responsibilities

Manage teams and ensure quality and productivity targets are met
Working Manager role requiring to perform daily production tasks of high priority along with the team members to meet daily deliverables
Perform value added analyses to generate management information, and help improve processes
Review/generate reports to monitor performance
Develop efficient and effective reporting processes
Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
Provide coaching and feedback to team members to enable them to improve their performance
Assist new hires such that they are productive on the floor in the shortest possible time frame
Handle customer, employee and internal partner escalations
Become an expert on all work-types to ensure standards are met and staff/customer inquiries can be addressed
Provide inputs on process and system to the team members
Identify and implement process improvements to ensure more efficient and effective operations
Client Interaction, where required at the level of supervisors
Ensure that all agents in their process know their goals and how they are linked to the Organization s quality policy
Motivate team members, anticipate staffing needs, acquire talent for the future, and manage attrition.
Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities
Effectively manage research/resolution/follow-ups for closure of open items

Knowledge, Skills and Abilities

Education

IT Graduate

Experience

Minimum 6 to 7 year of experience in a related field

Knowledge and skills

Exposure to Service Now tool

Exposure to change management practices as IT industry

Proven understanding of IT service delivery

Prior experience in managing Remedy/Service Now helpdesk / change

management work is preferable

Escalates critical issues and potential impact to the Manager

Good communication skills at all levels, team player and good people

person

Working in teams Passionate, Energize

Strong influencing and Interpersonal skills

High willingness to learn

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