Manager - Advanced Solutions

Summary of the Role

Lead the Advanced Solutions team at GCC, Pune. The role is responsible to set-up and organize team that innovates using advanced technologies and tools to bring in solutions that facilitate business activities. The role facilitates solution development bringing together technologies like AI, Automation and Data Intelligence.

The incumbent works with senior leaders to support identification of innovation opportunities for automating processes with an objective to eliminate non-value add activities, in alignment with strategic goals. Innovation opportunities would come up in all processes of the business; and this would be a continuous endeavor. The leader of the advanced solutions team shall collaborate with the business stakeholders to define objectives; facilitate thought processes within existing ways of work as well as bringing new IT tools. The leader shall participate in building advanced solutions; and advise operational procedures to control and manage the automated processes. Optimizing the existing process automation; performing tech upgrade where necessary is a steady state activity of this function.

This role requires a thorough understanding of automation principles and in-depth experience of various automation technologies and tools. The person shall possess strong leadership skills and have ability to work collaboratively with cross-functional teams

Responsibilities

• Leader of the Advanced Solutions team at GCC. Leads a team of experienced solution developers and analyst engineers in automation technologies, Artificial Intelligence, Data Intelligence, and developers of tools that support customer interactions and external facing systems. Responsible for respective Cost Centers.
• Lead the development and implementation of advanced solution strategies, frameworks, and methodologies for use and maintenance.
• Study and recommend management leaders on technology innovation strategies that deliver strategic impact.
• Collaborate with architects of business processes and other technologies facilitating innovation to deliver technology solutions and services.
• Facilitate cross-functional teams of tactical business leaders to collaborate and decide business requirements that need advanced solutions including automation and data intelligence.
• Oversee service delivery of artificial intelligence and automation solutions, from identification, design, development to delivery and effective use.
• Facilitate work of business-critical projects by maneuvering skilled resources in alignment with priorities coming up from program management.
• Foster a culture of continuous improvement by promoting innovation best practices; maintaining desirable skill levels within the team and providing training and support to team members.
• Develop and maintain necessary governance structures, policies, and standards for automation.
• Monitor and report on the performance of initiatives, ensuring measurable outcomes and benefits of investments in automation.
• Develop and monitor key performance indicators (KPIs) to measure the success of projects and operations in automation services delivery.
• Stay current with industry trends and advancements to drive innovation and improvement within automation services delivery.
• Utilize appropriate tools and technologies to enhance service delivery efficiency and effectiveness.

Educational Qualifications, and Work Experience

• Bachelor’s degree in information systems; preferably with master’s degree in business administration, or Management, or a related field.
• A suitable candidate would have 15+ years of experience in automation technologies, participating in key roles in organizational innovation strategies, with at least 5 years in leadership role, delivering solutions to users in global organizations.
• Proven track record of successfully leading automation initiatives, projects and teams.
• Experience of effectively managing third-party staff engaged for development and maintenance.

Techno-functional Skills:

• Deep knowledge and skills in application development and maintenance in Microsoft technologies; and understanding of other technology platforms.
• Knowledge and deep understanding of drivers behind automation initiatives.
• Experience in software and technologies, such as Microsoft Power Automate, Automation Anywhere, and other key components of .Net as well as interface technologies.
• Exposure to architecture of enterprise business systems like SAP; enterprise service management systems like ServiceNow; and enterprise collaboration platform like Microsoft. Experience of working on automation of processes that relate to such enterprise systems.
• Understanding of relevance of automation vis--vis enterprise architecture and IT landscape.
• Certification in relevant automation technologies.

Desired Operative Skills:

• Agile development methodology
• Successfully manage multiple tasks involving planned projects and ad-hoc tasks

• Experience of Service Now ticketing system or equivalent, from automated workflows perspective.

Behavioral and Collaboration Skills:

• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Superior critical thinking skills with the ability to develop out-of-the-box problem-solving approaches to formulate innovative solutions.
• Demonstrate collaboration skills with the ability to handle conflict and work with a distributed team.
• International mindset – must be able to deal with diverse, international team.

Soft Skills:

• Strong written and verbal English skills.
• High degree of customer focus.
• Able to work flexible hours to meet deadlines.

• Strong interpersonal skills.
• Proficiency in using all available resources to address business needs,
• Process orientation. Driving colleagues to operate in organized manner, creating or updating processes, procedures, and building the knowledgebase as needed.
• Relationship-building skills including the ability to develop intra- and inter-team relationship as well as build and establish rapport with end users efficiently.
• Multi-tasking abilities while focusing on effective prioritization of work.