614 Service Improvement Jobs - Page 12

Role Purpose Provide Subject Matter Expertise in the Virtual End User Desktop space Drive technical teams with your modern engineering experience you have gained from leading global End User desktop platforms Provide deep Subject Matter level expertise in one or more of the following technologies Cloud platform management for end user workloads Brokering and Access (Citrix/AVD etc.) for cloud deployments Windows Client Operating System Remote Access (NetScaler/VPN) Develop and Engineer Solutions based on Product Strategy and Vision Collaborate with architecture teams to engineer solutions for the End User Platforms. Understanding of Business, Technical and Product Strategy. Excellent problem-solving skills to identify problems, create solutions and execute effectively. Drive Dev Ops Maturity with a Focus on Automation Understanding of Various Software Development Methods. Knowledge of Infrastructure and Configuration Management Tools. Scripting Skills used for engineering automation. Ensure Security is by Design Ensure security is integral to the product design and development process. Collaborate with cybersecurity teams to identify and mitigate potential vulnerabilities through innovative product development and deployment. Maintain compliance with industry standards and regulations to protect user data and privacy. Drive Cost Optimization Drive cost-efficiency initiatives without compromising product quality or user experience. Analyse and manage product costs, identifying opportunities for savings and efficiency gains. Collaborate with finance and procurement teams to ensure budget adherence and cost-effective solutions. Your team Youll be working in the End User Services Engineering team in Hyderabad focusing on delivering best in class engineering products for the Workspace environment. Qualifications & Experience Microsoft AZ-900 or equivalent Cloud certified. Global scale deployments. Microsoft Windows Operating System Engineering. Modern Engineering, Agile & DevOps processes (including GitLab). Excellent leadership, communication, and interpersonal skills. Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations Mandatory Skills: Cloud-Virtual Desktop Infrastructure-VDI. Experience5-8 Years.

Location:-Bengaluru Exp:- 6+ Rate:- Market std. : SVS SDA Required Skills (Must Have and should meet all the below standards for qualifying for this role) Knowledge of Routing and switching Technologies like IGP, OSPF, EGP, BGP, STP, RSTP, VTP, VSS, vPC, vDC, MSTP, LACP, VLAN Hands-on experience in Managing and deploying SDA (Wired & Wireless infrastructure) using Cisco DNAC Knowledge of VxLAN and LISP. Knowledge of software programmability (Python/ansible/Rest APIs), Automation Validate technology design, software releases, and new Cisco technology solutions for projects/accounts to accelerate customer outcomes Build customer simulations in test labs to resolve/validate sophisticated problems& compatibility issues Understanding of product-level architecture. Ability to apply Cisco Networking Design standard methodologies in Validation Scenarios. Write effective test cases and /or scripts based on customer test environment and requirements. Raise defects, liaison with Dev engineers, and drive issues resolution. Review test plans and design changes related to the area of responsibility. Apply field concepts to system tests. Have a working knowledge of customer deployments and can map it to the feature Tackle complex, multi-functional issues that cross many technologies in Core and Edge Networking Create traffic profiles with 3rd party test tools such as Ixia or Spirent. Create and deliver customer collateral, portals, documentation, and knowledge transfer Align with and support company policies and processes and utilize relevant tools to efficiently execute the role and support Professional Services strategies and goals Play the role of an individual contributo Must to haveDeploying SDA (Wired & Wireless infrastructure) using Cisco DNAC, VxLAN and LISP. Good to havePython/ansible/Rest APIs), Automation Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations Mandatory Skills: SD-WAN Admin. Experience5-8 Years.

Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations Mandatory Skills: ServiceNow Flow Designer. Experience5-8 Years.

Exp -6.5+ yrs Location - Bangalore/Pune CBR- 60K General capabilities We are looking for Professionals with 6.5-12 years experience with the following capabilities: Possesses deep industry knowledge. Able to create and elaborate as-is solutions as well as address business & functional requirements of very high complexity. Write use cases / user stories, designs document, acceptance scenarios, test cases. Able to perform gap and cost-benefit analysis of business requirement to existing implementation. Able to create low level designs to meet architectural standards and high-level design concepts for IT infrastructure platforms Solid full stack development experience, comfortable with trunk-based development and the creation of services definition through code. Knowledge of new technology standards, such as cloud computing, hybrid cloud, immutable infrastructure, CI/CD, Infrastructure as Code. Knowledge and capabilities to design projects enabling the DevOps implementation Experienced in agile code development working within SCRUM team Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations Mandatory Skills: Cloud-IaaS-Compute-Windows Azure. Experience5-8 Years.

Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations Mandatory Skills: Microsoft Teams Voice. Experience5-8 Years.

Career Area: Sales : Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you'rejoining a global team who cares not just about the work we do but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don'tjust talk about progress and innovation here we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Role Definition: Leads and manages dealers' relationships to market company products and services and assists in the development of dealer sales capability. Responsibilities Understanding of business model and acting within the business process guidance on review and approval for variance programs and commercial actions. Designing and assisting dealers on the forecast, sales/rental/used strategy planning, and sales techniques; supporting the rollout of new products. Performing regular sales performance reviews with dealers and ensuring implementation of corrective actions where needed. Leading the selling opportunities identification, customer satisfaction improvement and business relationship enhancement. Skill DescriptorsCustomer FocusKnowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.Level Extensive ExperienceFacilitates creation of the 'right' products and services to resolve customer business issues. Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement. Advises others on creating customer focused environments in various scenarios. Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations. Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives. Communicates and models the criticality of customer focus as an organizational strategy. Industry KnowledgeKnowledge of the organization's industry group, trends, directions, major issues, regulatory considerations, and trendsetters; ability to apply industry knowledge appropriately to diverse situations.Level Working KnowledgeDiscusses industry-specific flagship products and services. Demonstrates current knowledge of the regulatory environment for industry segment. Describes the contribution of own function as it relates to the industry segment. Participates in major industry professional associations; subscribes to industry-specific publications. Currently works with a major industry segment and associated functions and features. Decision Making and Critical ThinkingKnowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.Level Extensive ExperienceDifferentiates assumptions, perspectives, and historical frameworks. Evaluates past decisions for insights to improve decision-making process. Assesses and validates decision options and points and predicts their potential impact. Advises others in analyzing and synthesizing relevant data and assessing alternatives. Uses effective decision-making approaches such as consultative, command, or consensus. Ensures that assumptions and received wisdom are objectively analyzed in decisions. Effective CommunicationsUnderstanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.Level Extensive ExperienceReviews others' writing or presentations and provides feedback and coaching. Adapts documents and presentations for the intended audience. Demonstrates both empathy and assertiveness when communicating a need or defending a position. Communicates well downward, upward, and outward. Employs appropriate methods of persuasion when soliciting agreement. Maintains focus on the topic at hand. NegotiatingKnowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.Level Working KnowledgeWorks to achieve win-win in negotiations, rather than taking a win-lose approach. Focuses on issues rather than personalities. Uses active listening and probing techniques to surface problems, issues, and interests. Demonstrates a willingness to examine own position. Presents own position and listens attentively to position of others. Relationship ManagementKnowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.Level Extensive ExperienceCommunicates to clients regarding expectations of all parties. Participates in negotiating the terms of the business relationship. Conducts periodic reviews of work effort, progress, issues, and successes. Maintains productive, long-term relationships with clients or vendors. Creates opportunities to educate support teams on client priorities. Empowers others to establish collaborative, healthy relationships. Business DevelopmentKnowledge of business development tools, techniques and approaches; ability to explore and develop potential areas of business growth for the organization.Level Working KnowledgeSummarizes the stages of the business development lifecycle. Assists in developing new geographical areas for the organization's products or services. Implements common business development incentive programs. Assists in creating an incentive plan to encourage new business growth and development. Researches approaches for exploring new business opportunities. Value SellingKnowledge of the principles and practices for selling products, technology and services; ability to provide overall product/service 'value' and to differentiate support offerings that address clearly understood customer needs.Level Extensive ExperienceAcquires and retains customers in multiple settings using 'value selling' techniques. Coaches others on the application of 'value selling' principles and practices. Delivers value-added services to customers beyond delivery of a purchased product, technology or service consistently. Qualifies sales prospects based on a clear understanding of customer business needs and the service company's determined ability to meet those needs. Solicits feedback from the customer community as a valued service provider. Teaches and coaches 'value selling' to others within the organization. This is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization.

Job description 1. Service Delivery: Oversee and ensure the timely and high-quality delivery of services to clients or customers. Develop and implement service delivery strategies to meet organizational objectives and customer expectations. Client Relationship Management: Build and maintain strong relationships with clients or customers to understand their needs and preferences. Address client concerns, complaints, and inquiries promptly and effectively. 2. Team Management: Lead, motivate, and supervise a team of service staff, ensuring productivity, performance, and adherence to standards. Provide guidance, training, and coaching to team members to enhance their skills and abilities. 3. Process Improvement: Continuously evaluate service delivery processes and workflows to identify areas for improvement and efficiency gains. Develop and implement strategies to optimize service delivery processes and enhance overall service quality. 4. Compliance and Quality Assurance: Ensure compliance with relevant laws, regulations, and industry standards in service delivery. Implement quality assurance processes to maintain high standards of service quality and customer Drop CVs - priyanshu.s@ozone-india.com WhatsApp- 8920160617

The Apex Group was established in Bermuda in 2003 and is now one of the worlds largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion. Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience. Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you Service Delivery Management: Responsible for service delivery to all assigned customer(s) to the Service Level Agreements (SLA) and Operational Level Agreements (OLA) Accountable and responsible for all Service Operations Processes (Incident, Request, Problem, Capacity etc.), amend and create new processes where appropriate. Take ownership of all major incidents and coordinate efforts across multiple teams and departments from identification through resolution. Coordinates the activities for Problem Management. Send clear and regular communications to various stakeholders during major incidents to keep everyone informed. Manage the service desk tool (s), enhance and innovate where appropriate. Maintain, monitor and improve services. Liaison to customer for escalations and service quality. Identify project risks and issues, maintain risk register, and issues logs. Ensure that all operational procedures are executed. Responsibility for the testing and monitoring of all DR procedures. Reporting: Ensure customer satisfaction levels are maintained. Report on KPIs and SLA achievements, on daily, weekly, and monthly intervals where appropriate. Major incident reporting. Provide input/analysis on Staff Performance Maintain & monitor customer satisfaction levels. Vendor Management Management of local and global suppliers. Develop and maintain professional / trustworthy relationships with vendors. Negotiate pricing and contract reductions where appropriate. Complete vendor assessment forms. Liaise with the customer and external managed service vendors to coordinate IMAC-Ds on new/existing WAN connections. Compliance Ensure project documentation is up to date (e.g. SOHB, ISO processes, etc). Configuration changes as required (e.g. Categories, accounts, escalations, notifications, assets, forms, etc). Own processes and ensure customer requirements are met (Infosec, compliance, etc). Ensure the adoption of Apex Processes and procedures across the acquired company, in line with the timelines of the transition project. Support client audits with documentation and audit responses in relation to IT questions. Competencies/Experience: 3rd Level Degree in IT Discipline or similar. 3+ years in a management/leadership role delivering service against SLAs or agreed targets. Strong leadership and influencing capabilities. Good presentation skills and Communication skills. Good documentation skills. PM certification desirable. Experience with OLAs, managing internal customers. Experience in working with business auditors and the associated documentation. Experience with managing vendors, and budgets. Experience leading an IT team either in Supervisor, Team Lead or Manager role. ITIL Certified v4 with experience in an ITIL environment, Experience with Incident/Problem/Change management processes, experience in outsourced IT preferable, technical background in infrastructure required. DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

Summary of Duties: The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities: Manage the call\Chat volume, daily attendance and program break schedules Assist with creation if metrics and targets for services Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Produce daily, biweekly and monthly internal reports Assist with projects and other duties as requested or assigned Skills and Qualifications: Must have Microsoft Excel skills Ability to create reports in Excel and forecast results Attention to detail and high level of accuracy Ability to multi-task, focus and complete reports for extended periods of time Previous call center experience required Previous Work Force Management experience required

What will your role look like Able to identify system deficiencies and recommends solutions continual service improvements Functional understanding of OpenFrame / CTI technology, NOW Experience UI Framework, JMS integrations, internationalization (i18n) Basic understanding of ServiceNow Machine Learning and Predictive Intelligence capabilities, MID Server Why you will love this role Besides a competitive package, an open workspace full of smart and pragmatic team members, with ever-growing opportunities for professional and personal growth Be a part of a learning culture where teamwork and collaboration are encouraged, diversity is valued and excellence, compassion, openness and ownership is rewarded We would like you to bring along Understanding in ServiceNow development, implementation & integration with hands-on knowledge in javascript, UI policies, UI action, workflow, business rule, client script, Script Includes, Business Rules and ACL. Experience with ServiceNow CSM, ITSM, and Service Portal Experience with ServiceNow in Developer or Support role (Incident, Problem, Change management or Customer Service Management) Solid knowledge of CSM module Experience with instance upgrade and patching Experience with SOAP, RESTful API, scripting with ServiceNow Worked on multiple integrations of ServiceNow-Monitoring Tools Experience in Agent workspace and Virtual agent Functional knowledge of the CSM module of ServiceNow. Location - Chennai,Indore,Pune,India

About your team The Enterprise Service Management team is part of Enterprise Infrastructure and provides vital management of services delivered across the organization. The IT Service Delivery Manager is a strategic professional responsible for overseeing the efficient and effective delivery of IT services within the organization. About your role This role will be primarily responsible for understanding and managing a broad range of services delivered by the central group to other consuming (mostly European) entities. This is needed to ensure high quality and regulatory compliant services are delivered to our internal customers. Responsibilities include: Establish and maintain strong relationships with internal clients, serving as the primary point of contact for all service-related matters Oversee the delivery process, understanding existing and new requirements and ensuring services are delivered on time and to the required standard Communicate effectively with internal and external stakeholders, providing updates on service delivery performance through reporting and leading Monthly and Quarterly service reviews. Understand existing intercompany service agreements; contribute to those agreement structures and ensure any changes are reflected and agreed by relevant parties Provide leadership on service management best practices across SME groups involved in delivering services, and develop and implement continuous improvement plans across these areas Understand regulatory needs for service management and ensure services, measurement, reporting, SLAs, KPIs etc are aligned with those requirements. Drive data quality improvements relating to services Provide clear leadership, direction and prioritization for external Supplier Relationship Managers where their services pertain to those intercompany delivered services Work with Fidelity internal entity risk leads regarding third party supplier reporting requirements Design, monitor and manage Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) in alignment with intercompany agreements, 3rd party service provisions, and customer needs Analyze performance data to identify trends, areas for improvement and to drive customer satisfaction Manage continual service improvement (CSI) register to ensure service improvement opportunities are recorded and actioned. About you You will have a good amount of experience as a service delivery manager or similar role, enjoy building relationships with your customers and key internal stakeholders, and get great satisfaction from delivering customer-oriented results. You will enjoy analysing service statistics and data to provide high quality and insightful service reporting aligned to SLAs and KPIs as well as identifying and driving areas for improvement. You will have experience of writing service agreements and measuring and improving service delivery to your customers. Experience of working within a financial services regulatory framework would be beneficial (such as DORA), as would 3rdparty (vendor) management, and relevant certifications such as business management, ITIL, Institute of Customer Service and experience of working with data management reporting tools such as PowerBI or ServiceNow.

Role Description Operations is responsible for driving the planning and the day-to-day management of the business to align with the bank's mission and strategic goals. Operations set the direction and manage performance to bank targets with a focus on continual performance improvement. Work includes: Identifying and prioritizing product and service improvement opportunities and creating plans for implementation. Utilising comprehensive knowledge of the company's internal operations to develop forward-looking focus for business. Supporting bank strategy, proactively identifying and managing areas of risk. Maintaining relationships with relevant internal and external stakeholders including regulators, market vendors and internal divisions. Communicating changes to operational requirements and their impact on relevant processes and controls. Your key responsibilities Operations is responsible for driving the planning and the day-to-day management of the business to align with the bank's mission and strategic goals. Operations set the direction and manage performance to bank targets with a focus on continual performance improvement. Work includes: For the delivery of high standards of client service, at the same time ensuring that all internal (eg Risk) and external (eg Compliance) standards requirements are met in full, utilizing a combination of onshore and offshore resource managed as a single global CLM team. Ensure appropriate escalation policies exist and are followed. Work collectively with offshore management, develop and maintain a motivated and professionally trained staff, ensuring appropriate capacity panning, adherence to and improvement in performance and quality standards and appropriate career development. Chair regular meetings with the business and compliance to facilitate good communications and resolve KYC remediation issues within the organization for the varying business areas which are supported by CLM. Identifying and prioritizing product and service improvement opportunities and creating plans for implementation. utilizing comprehensive knowledge of the company's internal operations to develop forward-looking focus for business. Supporting bank strategy, proactively identifying and managing areas of risk Maintaining relationships with relevant internal and external stakeholders including regulators, market vendors and internal divisions Communicating changes to operational requirements and their impact on relevant processes and controls Your skills and experience 9 to 13 years of relevant work experience (AML/KYC/compliance related) within corporate financial services industry, Research/Analytics role in other Banks / KPOs etc Understanding of Control, Compliance, Investigation/chasing functions in banks Familiarity AML/KYC regulations and industry guidelines (FSA, JMLSG, 3rd EU Money Laundering Directive, MiFID) Ability to interpret regulatory guidelines and assessing risk scores and entity types Ability to interpreting alerts Ability to identifying trends and inconsistencies Understanding of end to end KYC process

Responsibilities: * Manage service orders, warranties, revenue recognition * Ensure functional spec doc compliance * Collaborate with salesforce team on customer requests * Oversee stakeholder communication and satisfaction

Service Managers covers the management of ongoing services to clients, ensuring that the service to the clients meets contractual requirements and service level agreements. Service Managers are also responsible for agreeing on service improvements together with the client, based on service delivery realization and deviation. - Grade Specific Service Delivery Lead - Contribute to the management of day-to-day in-scope services to ensure they perform to contractual targets (SLAs and/or KPIs). You are gaining a thorough understanding of the clients business and can identify areas for service improvement and value-add where appropriate. SDM help identify areas where quality checks are not in place, and raise recommendations for get-well plans. SDM construct trend analysis, root cause analysis and other requested reports.

ServiceNow Service Portal Developer JD The ServiceNow Developer role is responsible for configuring and developing capabilities within the ServiceNow platform Develop and maintain ServiceNow applications and modules Create and customize Service Portals utilizing AngularJS and ServiceNow widgets Collaborate with stakeholders to gather, analyze, and document system requirements Implement and configure various ITIL processes in ServiceNow modules Design and implement REST and SOAP APIs for integration with external applications Perform thorough testing of applications, troubleshooting and debugging as necessary Develop and maintain technical documentation for development processes Ensure compliance with security and data protection standards Provide support for application users and troubleshoot issues as they arise Participate in deployments and continual service improvement initiatives Work with user experience designers to adopt UI/UX best practices Develop and implement training materials for end-users and administrators Stay updated with ServiceNow releases and new features Participate in Agile development methodology practices Minimum of 4+ years ServiceNow development experience, including experience with the Service Catalog module and creating custom applications with Create Now Experience creating request forms, developing integration with external systems, implementing security (including Access Control Lists) Experience coding in Jelly and Angular Minimum of 4+ years Service Portal development experience Minimum of 6+ years general ServiceNow development experience Ability to implement moderate to complex level security using Access Control Lists and Business Rules

ServiceNow Service Portal Developer JD The ServiceNow Developer role is responsible for configuring and developing capabilities within the ServiceNow platform Develop and maintain ServiceNow applications and modules Create and customize Service Portals utilizing AngularJS and ServiceNow widgets Collaborate with stakeholders to gather, analyze, and document system requirements Implement and configure various ITIL processes in ServiceNow modules Design and implement REST and SOAP APIs for integration with external applications Perform thorough testing of applications, troubleshooting and debugging as necessary Develop and maintain technical documentation for development processes Ensure compliance with security and data protection standards Provide support for application users and troubleshoot issues as they arise Participate in deployments and continual service improvement initiatives Work with user experience designers to adopt UI/UX best practices Develop and implement training materials for end-users and administrators Stay updated with ServiceNow releases and new features Participate in Agile development methodology practices Minimum of 4+ years ServiceNow development experience, including experience with the Service Catalog module and creating custom applications with Create Now Experience creating request forms, developing integration with external systems, implementing security (including Access Control Lists) Experience coding in Jelly and Angular Minimum of 4+ years Service Portal development experience Minimum of 6+ years general ServiceNow development experience Ability to implement moderate to complex level security using Access Control Lists and Business Rules

6+ years of hands-on Development experience 4+ years extensive Python, SQL development experience Experience writing automated unit, integration tests Good understanding of defect triage process, ability to diagnose and resolve defects independently (looking at logs, code and metrics). Experience writing scalable, highly performant, instrumented and clean code Experience with Java development will be advantage Strong communication and interpersonal skills Ability to learn new technologies and ramp up quick and efficiently on new tools Should take ownership and responsibility of the team by mentoring the team where lacking and be a teamplayer Should have the drive to bring in service improvement, innovation and automation by finding possible areas of improvement and come up with better approach.

As discussed please find below the JD for Citrix Minimum of 4-5 years experience in Citrix Administration Citrix Administration on XenApp and XenDektop version 7.x & Citrix Virtual Apps and Desktops with multiple sites and farms.. Strong knowledge in troubleshooting of Citrix XenApp and Xendesktop 7.x & Citrix Virtual Apps and Desktops Strong Knowledge on Citrix Components such as Studio, Director, DDC, StoreFront,License Server, VDA, Citrix Receiver and WorkSpace. Installing and publishing applications to the users through XenApp Servers as per Client requirements. Working with multiple application teams and troubleshooting issues related to areas which has an impact on Citrix. Knowledge in Citrix Director and configuring alerts as per best practices. Maintain high availability and perform DR activities between multiple data centers Worked in the area of Virtualization with XenCenter Configuring and troubleshooting Windows Roaming Profile and Mandatory Profile. Capable to perform basic checks in GPO, DNS, DHCP, and Windows Active Directory Administration Review periodic reports of server health, resource usage, user experience, and overall environment performance. Drive service improvement programs. Ensure adherence to quality / security standards defined for the engagement Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents. Competent and demonstrated experience in ITIL processesIncident, Request, Problem and Change Management Willingness to work in shifts including nights and co-ordinate with the team to provide support as per Client's requirements

Mega Job Opening for the Team Lead Customer Support (Voice Process) role in Lucknow. Job Title: Team Lead Customer Support (E-commerce Voice Process) Location: Lucknow Job Type: Full-Time | Work from Office Industry: BPO / E-commerce Voice Support About the Company: We are a top BPO service provider working with leading e-commerce brands across India. Focused on quality support and customer satisfaction, we are expanding our operations in Lucknow and hiring experienced team leaders to manage high-performing support teams. Roles and Responsibilities: Lead a team of customer service executives for a domestic voice process. Drive team performance by monitoring KPIs such as AHT, CSAT, SLA, etc. Conduct daily huddles, feedback sessions, and performance coaching. Handle escalations and ensure prompt resolutions. Coordinate with internal teams for smooth process delivery. Maintain and share daily/weekly reports with the operations manager. Eligibility Criteria: Minimum 3 years of total BPO experience. At least 1 year of experience as a Team Lead in a voice process (on paper). Graduate in any discipline (mandatory). Strong communication and people management skills. Prior experience in handling e-commerce or customer service voice processes is preferred. Immediate joiners will be prioritized. Salary and Work Details: Package: Up to 4.2 LPA Work Days: 6 days working with 1 rotational off How to Apply: Send your updated CV via WhatsApp to Homa at 9696714723 . If the call is not answered, kindly drop a message mentioning the role. Stay Updated: Join our WhatsApp hiring channel for real-time job alerts: https://whatsapp.com/channel/0029VaLXmHBEKyZFIm6giY0 #TeamLeadJobs #LucknowHiring #VoiceProcess #CustomerSupport #BPOJobs #TeamHandling #OperationsLead #ApplyNow #HiringNow #ShiningStarsRecruitment #WalkInInterview #JobAlert #LeadershipRoles

Service Managers covers the management of ongoing services to clients, ensuring that the service to the clients meets contractual requirements and service level agreements. Service Managers are also responsible for agreeing on service improvements together with the client, based on service delivery realization and deviation. - Grade Specific Senior Service Delivery Manager - Responsible for the quality provision of service, as well as for managing and reporting on it. SDM oversee the execution of day-to-day operations to ensure contractual commitments are met. SDM proactively manage the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction, and ensure that continuous improvements are put in place to help ensure the continuity of our contracts. SDM work closely with others to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new business. Skills (competencies) Accountability Active Listening Adaptability Analytical Thinking Business Acumen Business Partnering Business Transformation Change Management Coaching Confidentiality Collaboration Commercial Management Complex Engagement Management Contract Management Crisis Management Critical Thinking Cultural Awareness Customer Centricity Data-Driven Decision-Making e-Great e-KPI e-MMX e-Monitoring Emotional Intelligence e-skills Estimating Executive Presence Financial Analysis Financial Control Financial Reporting Influencing Lean Portfolio Management Managing Difficult Conversations Microsoft Project Negotiation Problem Solving Project Financial Planning Project Governance Project Management Project Planning Qwiz Relationship-Building Risk Assessment Risk Management Scope Management Scrum Stakeholder Management STAR Storytelling Strategic Thinking Teamwork Time Management Unified Project Management (UPM) Unified Service Management (USM) Verbal Communication Written Communication Agile (Software Development Framework) Delegation UPM (Methodology) USM (Methodology)

Greetings from PVT LTD Immediate Openings on# AVD and MS O365 Implementation_Bengaluru_Contract 6+ Years AVD and MS O365 Implementation Bengaluru PeriodImmediate TypeContract Description Experience with implementation of Microsoft Cloud hosted AVD solution and O365 upgrades C1| Manager 1 | 6- 8 years of experience O365 User Migration Exchange L3/L4 Administration Office L3/L4 Administration Carry out improvement plans derived from problem management, Architect and vendor suggestions Proactive Problem Management Trend Analysis for Service Improvement Plans Execute the Change tasks for the Citrix configuration changes and upgrade configuration changes in multiple environment (Int, QA, DR and Production) Update incident and change ticket information in ServiceNow ticket management tool Coordinate with multiple teams for resolving incident and executing change tickets Suggest improvement in O365, Exchange & Azure from the known issues Must to Have Skills (Should be 2 - 4 only) Hands-on experience, managing below technologies:a) Windows Operating systemb) MS Exchangec) Office 365d) ADe) Azure ADf) Group Policy Managementg) DNSh) DHCPi) PKIj) PowerShell Scriptingk) VMWare VM Management O365 L3/L4 Administration Windows Family Operating SystemsWindows Server 2012/2016 and Office 2013/2016/365/2019 Hands-on experience on Azure AD Hands-on experience in managing O365 User Migrations Good understanding of IT infrastructure concepts and components such as Servers, Network devices, App & Web Services Cloud components and associated interconnections Good to Have Skills Very good verbal and written English communication and presentation skills Effective time management, team handling and organizational skills Client interaction and escalation management

Incident Management: Receive, log, and manage user requests and incidents via phone, email, and ticketing system. Technical Support: Provide initial troubleshooting and support for hardware, software, and network issues. User Assistance: Guide users through problem resolution and assist with account management tasks (e.g., password resets). Escalation: Identify and escalate complex issues to higher-level support teams as needed. Documentation: Maintain accurate documentation of support requests, solutions provided, and known issues. Service Improvement: Contribute to improving processes and procedures within the Service Desk. Technical Skills: Familiarity with Windows/Linux operating systems, Microsoft Office Suite, and common business applications. Communication Skills: Strong verbal and written communication skills; ability to explain technical concepts to non-technical users. Problem-Solving: Effective troubleshooting and analytical skills with a focus on customer satisfaction. Coverage : Should be ready to work in 24/7 environment. :

This is for O365 workplace services and sharepoint WPS. Generic JD applied O365 User Migration Sharepoint WPS Exchange L3/L4 Administration Office L3/L4 Administration Carry out improvement plans derived from problem management, Architect and vendor suggestions Proactive Problem Management Trend Analysis for Service Improvement Plans Execute the Change tasks for the Citrix configuration changes and upgrade configuration changes in multiple environment (Int, QA, DR and Production) Update incident and change ticket information in ServiceNow ticket management tool Coordinate with multiple teams for resolving incident and executing change tickets Suggest improvement in O365, Exchange & Azure from the known issues Must to Have Skills: Hands-on experience, managing below technologies: i. Windows Operating system ii. MS Exchange iii. Office 365 iv. AD v. Azure AD vi. Group Policy Management vii. DNS viii. DHCP ix. PKI x. PowerShell Scripting xi. VMWare VM Management O365 L3/L4 Administration Windows Server 2012/2016 and Office 2013/2016/365/2019 Hands-on experience on Azure AD Hands-on experience in managing O365 User Migrations Good understanding of IT infrastructure concepts and components such as Servers, Network devices, App & Web Services Cloud components and associated interconnections Good to Have Skills: Very good verbal and written English communication and presentation skills Effective time management, team handling and organizational skills Client interaction and escalation management

You will be handling the specific part of market which will be assigned by the company. You would have to meet the client at their work space and give corporate Presentation about the product, doing negotiation by communicating with patience and by solving their query. Having Strong interpersonal skill is must for dealing with the clients and need to be self motivated. Skills Required: Contributes to team effort by accomplishing related results as needed. Maintains quality service by establishing and enforcing organization standards. Identifies product improvements or new products by remaining current on industry trends, market activities, and competitors. Maintains relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements. Sells products by establishing contact and developing relationships with clients. Criteria: Immediate joiner Age - 18 to 25 Location - Mumbai all areas, Mumbai Suburbs, kalyan,Dombivli,Panvel

Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation Deliver NoPerformance ParameterMeasure1Operations of the towerSLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management2New projectsTimely delivery Avoid unauthorised changes No formal escalations