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Kalypso It Solutions
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IT Service Delivery Supervisor Managed Services

IT Service Delivery Supervisor Managed Services

Kalypso It Solutions

2 - 3 years

10 - 13 Lacs

Bengaluru

Posted:5 hours ago| Platform:

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Skills Required

Automation Managed services Analytical Agile Scheduling Management Continuous improvement Operations Monitoring Logistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Rockwell Automation is a global technology leader focused on helping the world s manufacturers be more productive, sustainable, and agile. With more than 28, 000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that s you we would love to have you join us!

Summary:

In this role, the MSS Supervisor will directly manage a team of Engineers who support a variety of Rockwell Automation hardware and software, and specifically Azure / AWS stack, IT/OT, Databases. In addition to supervisory duties, this role will coordinate with the necessary product related departments to schedule training, handle escalations, and prepare for new product releases.
This role reports to the SENIOR SOLUTION ARCHITECT.

Your Responsibilities

Develop, create, and maintain a cross-functional team responsible for supporting assigned Rockwell products.
Manage daily logistics for the team, including scheduling.
Identify or lead, and support process changes to enhance the support experience for the customer and/or improve internal productivity for the business.
Develop and motivate a team of Support engineers through performance coaching, career planning and professional development objectives.
Foster a strong collaborative environment where all processes and procedures are followed.
Directing and influencing others to respond and effectively communicate change initiatives to direct reports.
Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
Facilitate customer resolution for escalated calls by engaging with appropriate stakeholders, as necessary.
Manage a team to attain business objectives and established KPIs.
Ensure that the support staff exhibits the proper techniques and behavior to ensure the customer receives an outstanding support experience.
Work with other supervisors and managers to ensure operational consistency and to meet overall business performance goals.
Drive continuous improvement in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization.

The Essentials You will have:

Bachelors degree or equivalent degree/ managerial experience
Minimum of 2 years of management experience.
Legal authorization to work in the region as required.

The Preferred you might also have:

Possess an understanding of the services business in a high-tech environment.
Embraces Rockwell culture of inclusion/diversity/engagement
Excellent commercial, analytical and problem-solving skills, combined with the ability to provide quick resolution to problems.
High level/basic knowledge/familiarity of Azure, AWS, IIOT and Infrastructure setup.
Minimum 2-3 years experience in a related function is required, technical call center preferred.
Self-initiative and commercial sensitivity.
Responsiveness, customer-centric mindset, collaborative, technical engineering expertise.
Ability to interpret information gathered by tools and act upon it.
Demonstrate vision, creativity and willingness to travel as needed.

What We Offer:

Our benefits package includes
Comprehensive mindfulness programs with a premium membership to Calm
Volunteer Paid Time off available after 6 months of employment for eligible employees.
Company volunteer and donation matching program Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
Employee Assistance Program
Personalized wellbeing programs through our OnTrack program
On-demand digital course library for professional development
At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if youre excited about this role but your experience doesnt align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

#LI-Hybrid

#LI-FR1

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IT Service Delivery Supervisor Managed Services