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Healthcare,Production Support,Service Management,Project Management ","description":"
Role Proficiency:
Owns overall support and provides expert consultancy to support team members and leads in the area of specialization; ensures process level and customer level compliance
Outcomes:
- Promote technical solutions which support the business requirements within the area of expertise
- Ensures IT requirements are met and service quality maintained when introducing new services; considering the cost effectiveness of proposed solution(s).
- Define and evaluate standards and best practices for application maintenance
- Collaborate with customer and internal stake holders by helping them in resolving issues and thus ensuring improved customer satisfaction
- Proactively suggest new technologies for improvements over the existing technology landscape
- Leads technical consultancy assignments which involve specialists from various disciplines; takes responsibility for the quality timely delivery and appropriateness of the teamrecommendations
- Make recommendations on how to improve the effectiveness efficiency and delivery of services using technology and methodologies
- Implement and lead Application Support strategic projects consistent with long-range IT plans
- Ensure financial growth of the project\/account by meeting the targeted EBITDA
- Able to mentor direct reports in a way that they can progress to the next level of growth
- Contribute to new RFPs SOW renewals and all contract related activities
- Encourage a culture of knowledge management and continual improvement in the team
- Manage the customer commitment Vs Project deliverable and identify plans to minimize the gap
- Communicate potential risks to the customer and identify proactive measures to mitigate the impact
- Optimize the capability of team to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives
- Handle resource requirements for support roles in the team
- Maintain the team resource pyramid and plan for resource rotation on regular time-frame
Measures of Outcomes:
- Timely publication of reports and metrics to stakeholders
- Handling of critical escalations
- Adhere to SLAs where applicable
- Customer Satisfaction Score (C-SAT\/NPS)
- # of non-compliance issues
- % of incident reduction based on permanent fixes\/automation\/utilities
- Productivity standard of the project
- Participation in Knowledge Transfer to ensure better grasp of product
- Completion of all mandatory training requirements
- Availability and performance of all supported applications per the defined standards
- Meet the financial targets for the project\/account
Outputs Expected:
Efficiency:
- Drive the efficiency and effectiveness of the overall operations team
Interface with Customer:
- Proactively influence customer thought process
- Consider C-SAT\/NPS Score for customer and support team performance
Reporting:
- Prepare distinct reports when and wherever required; providing in the momentstatus updates to senior leaders during incidents
Coordinate:
- Coordinate with UST leadership\/customer stake holders\/vendor partners to improve the relationship of the engagement
Develop Strategies:
- Develop strategies to improve the revenue of the project\/account through new resource additions\/new engagements\/extension of existing contracts
Innovative Value-adds:
- Responsible for identifying and ensuring innovative value adds are created to benefit the project\/customer\/organization and deliver significant financial savings
Certifications:
- Forecast the roadmap for future technical certifications
Manage Project:
- Oversee and taking ownership of overall operational aspects of support project
Manage knowledge:
- Consume and contribute to project related documents
share point
libraries and client universities
- Contribute to sharing knowledge
upskilling in TICL
GAMA etc
- Mentoring and training within the account and the organization.
Team:
- Ensure the overall team is engaged and motivated through innovative ways; appropriately rewarded for the same (through USTAR
other platforms).
- Evaluating and verifying associate performance against goals and quantitative expectations Identifying and ensuring team development programs
Complex Projects:
- Manage the activities of a significant or complex project or portfolio of projects. Accountable to the program manager or portfolio manager for the delivery and quality of deliverables
Skill Examples:
- Ability to provide expert opinions to Business Problems
- Strong organizational documentation metric and trend analysis reporting skills and desire for continuous process improvements
- Experience working with distributed teams in different time-zones
- Strong commitment to quality and engineering excellence
- Ability to take on new challenges and explore new technology\/tools
- Ability to co-ordinate among multiple teams and bring out the best of team work
- Ability to handle critical customer escalations and manage under highly stressful situations
- Working independently under pressure the ability to manage changing and competing priorities with minimal oversight.
- Excellent communication skills keeping all stakeholders updated with issue progress and updates
- Able to work in a high paced dynamic and culturally diverse environment
- High level of commitment initiative enthusiasm and vision
- Excellent presentation and interpersonal skills
- Create and articulate impactful project presentations
- Drive important customer relationship conversations; accountable for the team
- Ability to work under pressure determine dependencies risks facilitate planning and handle multiple tasks
- Build confidence with the Customers by meeting the deliverables in time with quality
- Ability to contribute to Idea and innovations
Knowledge Examples:
- Deep level proficiency in the specialist area
- Appropriate software programs \/ modules
- Able to give knowledge transitions to the team as required
- Experience in supporting enterprise customers
- Provide estimates for candidate enhancement and defect work to be included in release
- Operating Systems and software platforms
- Integrated development environment (IDE)
- Agile methods
- Knowledgebase of customer domain and sub domain where problem is re solved
- Understanding of new tools\/techniques\/scripting languages in the industry
- Management Certification in relevant area (PMP\/Prince Certification\/CSM)
- Understanding of ITIL Standards
