Manager

Manager - IT Service Support

West 4401-Pune RO, Pune, Maharashtra, India

• Manage established Service Level Agreements for the region.

• Responsible for Ticket tracking and region, Resolved the issue on time for the region.

• Implement policies and procedures set by service desk manager.

• Ensure all queries raised by the business are addressed satisfactorily within agreed timeframes.

• Serve as the main point of contact on all IT-related matters for assigned RO, AO, & Branch.

• Respond/act on upper-management direction.

• Ensure alignment with the business and IT strategies.

• Provide priority-level support for Regional VIP users (Regional Leadership and RBM) with minimal response and resolution time.

• Monitor SR/incident ticket and manage the escalation.

• Meeting customer expectations and SLAs ensures a high level of customer satisfaction.

• Resolved customer issues efficiently and effectively, reducing mean time to resolve. (MTTR).

• Coordinate with central team for application related Ticket/Issues.

• Oversee all helpdesk activities at the regional office and Branch and respond to escalated helpdesk issues.

• Escalate unresolved issues to appropriate internal teams.

• Prioritize and manage open issues.

• Ensure cross functional coordination to understand their IT related queries and concerns.

• Manage, maintain and Improve C-SAT report.

• Ensure timely communication and status updates to stakeholders on high-priority issues.

• Show improvements in Resolution trends on quarterly basis w.r.t to TAT.

• Lead & manage a high-performing service team, ensuring adequate training and development.

• Lead and Manage vendor services to ensure that the services are delivered as contracted and as agreed SLA - 100%.

• Perform capabilities gap analysis and drive continual process improvement.

• Supervise direct staff and oversee daily operations, roles, and responsibilities.

• Perform periodic staff performance reviews and feedback.

• Analyze repeated issues & identifying the specific problem, analyzing its root causes, and then implementing targeted solutions.

• Provide targeted training or development opportunities to address skill gaps for team.

• Responsible for regional IT service index (IT Score Card- Regional).

• Act as a backup of Technical Manager Projects & Compliance.

• People and Team Management

• IT Service Management, ITIL

• Vendor Management