Project Manager (Pune)

Job Description

Preparation of Daily Client reports & Application Outage communications. IT Service Management (ITSM) based on ITIL best practices. ITIL V3 Service Strategy, Service Transition, Service Operation and Continual Service Improvement. Provide appropriate inputs to the problem management process, RCA preparation and Drive group chats and bridge calls effectively to resolve incidents Lead team providing telephone and online support to customers experiencing technical issues. Provided quality troubleshooting with patient step-by-step instructions to resolve problems. Monitored technical team calls to ensure maintenance of technical skills and good customer service. Tracked and logged all calls for each shift. Held weekly team meetings and involved staff in planning and decision making. Office 365 Migration. Service Delivery Oversight: Manage end-to-end service delivery processes, ensuring services are provided according to agreed-upon SLAs and quality standards. Client Relationship Management: Develop and maintain strong relationships with clients, understanding their needs and expectations to deliver tailored solutions. Team Coordination: Lead and collaborate with cross-functional teams, including technical, support, and operational teams, to ensure effective service delivery. Problem Resolution: Identify and address service delivery issues promptly, coordinating with internal teams to find solutions and prevent recurrence. Performance Monitoring: Monitor key performance indicators (KPIs) and metrics to track service delivery performance and identify areas for improvement. Continuous Improvement: Proactively identify process gaps and areas for optimization, implementing strategies to enhance service efficiency and effectiveness. Risk Management: Anticipate and mitigate potential risks that could impact service delivery or client satisfaction. Reporting: Prepare regular reports and presentations for management and clients, highlighting service performance and improvement initiatives. Resource Management: Allocate resources effectively to meet service demands and ensure optimal team productivity.