1891 Sla Management Jobs - Page 13

As a Cloud Computing Platform Administrator at Rackspace Technology, your primary responsibility is to provide administration for cloud computing platforms, networks, and systems. You will play a crucial role in delivering a great customer experience by serving as an escalation point for technical support to customers through chat, phone, and support tickets. Your duties will include responding to the global support ticket queues, completing first-line resolution to issues within scope, and exceeding customer expectations to create and maintain customer loyalty. You are expected to follow company security policies, display good judgment in decision-making, and adhere to relevant policies and standards as directed. You will be required to leverage your working knowledge and skills to perform analytical scientific or operational processes, complete assigned work within your area of expertise, and work with a moderate degree of supervision while following standard operating procedures and scientific methods. In terms of critical competencies, you should understand service delivery effectiveness within your scope of work and provide customers with basic, standard information regarding products and offerings. You are also expected to develop troubleshooting knowledge for Linux and Windows operating systems, expertise in a cloud computing platform such as AWS, and knowledge related to application servers, hosting servers, database servers, and more. Key responsibilities of this role include resolving or escalating level-appropriate technical issues for customers, securing, administering, and improving customer technical issues related to cloud platforms and infrastructure services, troubleshooting monitoring alerts, acting as an escalation point for techs, and ensuring adherence to customer and SLA commitments. You will collaborate with Account Managers and Business Development Consultants, share knowledge with other administrators, and provide a Fanatical Experience to customers. To be successful in this role, you should have 4-6 years of experience in Cloud or System Operations Administration in a client-centric ticket queue environment. You must be self-motivated with a strong desire to learn and improve both technical and people skills. Strong communication skills, organizational skills, ability to handle multiple tasks under pressure, interact confidently with various areas of the business, and adapt to changing requirements are essential for this position. Rackspace Technology is a leading multicloud solutions provider that combines expertise with the world's leading technologies to deliver end-to-end solutions across applications, data, and security. Join our team of experts on a mission to embrace technology, empower customers, and deliver the future.,

The role is based in Navi Mumbai and you will be required to attend a Face to Face Drive on 5th July (Saturday), with all rounds of the interview process scheduled for the same day. The ideal candidate should have an immediate to 45 days" notice period. Your main responsibilities will include round-the-clock threat monitoring and detection, as well as the analysis of any suspicious, malicious, and abnormal behavior. You will be responsible for alert triage, initial assessment, incident validation, severity determination, and urgency evaluation. Additionally, you will need to prioritize security alerts and create Incidents following Standard Operating Procedures (SOPs). It will be your duty to report and escalate incidents to stakeholders and conduct post-incident analysis. You will be expected to consistently triage incidents and provide recommendations using playbooks. Furthermore, you will be required to develop and maintain incident management and incident response policies and procedures. Part of your role will involve the preservation of security alerts and security incident artifacts for forensic purposes. You must adhere to Service Level Agreements (SLA) and Key Performance Indicators (KPIs) and work towards reducing the Mean Time to Detection and Response (MTTD & MTTR).,

You should have 4-6 years of experience in Fund accounting/ Financial Reporting for hedge funds or mutual funds, with knowledge about the capital market. Good accounting knowledge is a must, along with knowledge of the Mutual fund and Hedge Fund industry. It is essential to have a sound understanding of derivatives, equities, and fixed income securities. Additionally, you should have experience working on N-PORT / NMFP / NCEN filing, Financial Reporting profile, responsible for the preparation and presentation of various financial statements as per IFRS, US GAAP, Lux GAAP, and Irish GAAP, etc. Prior working experience in BPO/captive on capital markets back-office processes is preferred. Experience and expertise in Business Areas like Middle Office Processing, Financial Reporting, and Fund accounting are required. Experience in process set-up/migration of work from onshore would be an added advantage. Your key responsibilities include the preparation and review of financial statements/regulatory reports like- Balance sheet, PnL, Schedule of Investment, cash flows, Notes to the accounts as per applicable GAAP. You will act as a subject matter expert for the team, following US GAAPs, IFRS, Lux GAAPs, and IRISH GAAPs. Assisting Seniors with performance data, updating required trackers and KPI, process documentation, SOP, ensuring process initiatives, continuous quality improvement, imparting process trainings to the new members, meeting SLAs, being a good team player, and a quick learner. You should be willing to work in shifts and flexible work hours as per process requirements. Educational qualifications include B. Com, M. Com, Postgraduate Degree from a recognized business institute/university, majorly in Accounting or Finance. Professional qualifications like CA, CFA, and CPA will be an added advantage. Skills required for this role include good communication / domain skills, good interpersonal skills, and good knowledge of MS Office (MS Excel and MS Word). This role falls under the Job Family Group of Operations - Transaction Services, specifically within the Job Family of Fund Accounting. It is a full-time position. For the most relevant skills, please refer to the requirements listed above. For complementary skills, please see the details provided or contact the recruiter.,

Hello Jobseekers!! Greetings From ShiningStars ITPL We are seeking highly motivated and experienced BPO Team Leaders to oversee and manage a team of customer service/sales representatives across both domestic or international processes. The ideal candidate will be a strong leader with a proven track record of driving performance, ensuring operational excellence, and fostering a positive team environment in a fast-paced BPO setting. Locations We're Hiring For: LUCKNOW, NOIDA and BENGALURU. Qualification and Experience: A graduate with experience in the BPO domain is a must. Lucknow : Overall 3 years of experience including 1 year as a Team Leader in BPO customer support. Noida : Minimum 2-3 years of experience in BPO customer support including 1 year as a Team Leader in international Blended process. Having more than 5 years of experience is not eligible. Bengaluru : Minimum 4 years of experience in sales including 1 year as a Team Leader on paper. Experience in eCommerce will have an added advantage. Immediate joiners preferred or who can join within 15 days after selection. Roles and Responsibilities Manage daily operations of the team, ensuring efficient call handling and meeting SLAs. Oversee shrinkage control measures to minimize attrition rates and optimize resource utilization. Handle escalations from clients and internal stakeholders, maintaining high levels of customer satisfaction. Develop and implement strategies to improve operational efficiency, reduce costs, and enhance overall performance. Collaborate with cross-functional teams to resolve complex issues and drive business growth. Desired Candidate Profile Strong leadership skills with ability to manage a team effectively. Excellent communication skills for effective client interaction and conflict resolution. Proficiency in SLA management, shrinkage control, attrition management, and international or domestic operations. CTC: Lucknow - Up to 4 LPA Noida and Bengaluru - Max. 7 LPA Feel free to connect over call or share your updated resume on WhatsApp @ 9569433682 - Indrajeet Please share this job with your friends/colleagues/any job seeker, so that you can be a helping hand for someone who is/are looking for a job or job change. For more job updates or any job-related query, you can join my WhatsApp group as well, link given: https://rb.gy/elrvxh

provides technical assistance to computer system users, resolving hardware, software, and network issues. Install, configure, and maintain systems, troubleshoot problems, and ensure smooth operation of IT infrastructure. Required Candidate profile Qualification: Any graduate, Similar Computer Diploma Course / certification course required. Required Experience: 1 – 3 Yrs relevant experience. Male Candidates Only Joining: Immediate to 15 days.

Group Manager - UK Operations (Insurance Claims) - Bengaluru Location: Bangalore An exciting opportunity for a seasoned operations leader to head large-scale UK motor insurance claims operations. This role involves managing a 100+ FTE team, driving performance, ensuring regulatory compliance, and leading strategic initiatives in a fast-paced, client-centric environment. Your Future Employer A leading global business process management company known for innovation, analytics, and digital transformation. The organization partners with Fortune 500 clients across sectors including Insurance, Banking, Healthcare, Travel, and more enabling operational excellence and business efficiency. Responsibilities Leading end-to-end operations for UK motor insurance claims with a team of 100+ FTEs. Overseeing Bodily Injury and Motor Claims processes while ensuring SLA and compliance adherence. Managing senior stakeholders and external partners including legal entities and clients. Driving operational performance, capacity planning, and workforce optimization. Leading transformation, automation, and process improvement initiatives. Coaching and mentoring senior team leads and managers for performance excellence. Monitoring KPIs, conducting root-cause analysis, and implementing action plans. Ensuring strict compliance with UK insurance regulations and internal governance frameworks. Requirements Graduate degree in Business Administration, Insurance, or related discipline. 10+ years of experience in operations management within the insurance domain, with at least 3 years in a leadership role managing large teams. Deep expertise in UK motor insurance claims (including bodily injury claims). Strong command over process improvement methodologies, stakeholder management, and digital tools. Excellent interpersonal, analytical, and leadership skills. Proven track record in leading high-performing teams and transformation programs. Whats in it for you? Leadership role with high visibility and decision-making authority. Opportunity to lead strategic projects and drive digital transformation. Exposure to global insurance operations and best practices. Be part of a growth-oriented, innovation-driven environment. Reach us: If this role aligns with your career goals, email your updated resume to vasu.joshi@crescendogroup.in for a confidential discussion. Disclaimer: Crescendo Global specializes in Senior to C-level niche recruitment. We are committed to enabling job seekers and employers with a professional and equitable recruitment experience. Scam Alert: We never charge fees or request purchases. Please visit our verified jobs at www.crescendo-global.com . Keywords: Group Manager Jobs, UK Insurance Operations, Motor Claims, Bodily Injury Claims, Large Team Management, Claims Transformation, Client Engagement, Process Excellence, Insurance BPM Jobs, SLA & Compliance Management.

Role-IT Operations Manager (Female candidates only) Exp-8+ years of experience in International BPO(service desk) Must have 2+ years of Managerial Experience on papers Loc-Pune Np- Imm to 30 Day's WFO| US Rotational shifts CTC-16 LPA Con- 9214334811

The purpose of this role is to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team. Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting. Acknowledge client cases as per the SLAs defined in the contract. Access client tool and log all incoming client cases accurately on the internal tool as per contract. Accurately document all pertinent case information such as case number, case type, etc. of daily cases received. Follow standard processes and procedures to track and prioritize all client cases. Accurately update the internal tool with daily cases and forward the same to respective agents and QAs. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization. Maintain and timely update internal tool for agents to speed up response time. Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution. Ensure all client information, disclosures and regulatory changes are given to agents and QAs on a regular basis. Monitor compliance with service agreements to avoid legal challenges. Share recorded case logs and status reports with clients and supervisors on a daily basis. Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines. Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool. Develop deep understanding and use of client tool to effectively perform day-to-day duties. Access client tool and acknowledge to the client the receipt of the cases as per the SLAs defined in the contract. Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received. Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defined by the client. Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases. Maintain logs and records of all client cases as per the standard procedures and guidelines. Collaborate with the client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases. Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations, and regular reporting. Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software. Maintain a tracker of all cases received along with the allocation information for reporting purposes. Ensure all client cases are resolved as per the defined SLAs and regulatory guidelines defined by the client. Maintain and share the resolution status report with supervisor and client on a daily basis. Share the hourly productivity update report with supervisors and clients on a daily basis. Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt. Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs. Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance. Liaise between the client and internal teams on escalations of serious issues and unique queries. Follow up with agents and QAs to record feedback and ensure compliance to contract SLAs and regulations. Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case. Build capability to ensure operational excellence and maintain superior customer service levels for the existing client. Undertake trainings to stay current with any new features, changes, and updates on client tool. Enroll in product-specific and any other trainings per client requirements/recommendations. Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently. Identifying and document most common problems and recommend appropriate changes to the team leader. Updates job knowledge by participating in self-learning opportunities and maintaining personal networks. Competencies required for this role include Client Centricity, Passion for Results, Execution Excellence, Collaborative Working, Learning Agility, Problem Solving & Decision Making, and Effective communication. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.,

As a Security Managed Services Engineer (L2) at NTT DATA, you will be responsible for delivering a managed service to clients to ensure the continuous operation of their Security Infrastructures and systems. Your role involves proactively monitoring, investigating, and resolving technical incidents and problems to restore service to clients, all while maintaining service level agreements (SLAs). You will primarily focus on second-line support for incidents and requests of medium complexity and may also contribute to project work when required. Your key roles and responsibilities will include: - Monitoring work queues and resolving incidents/requests within agreed SLAs - Updating tickets with resolution tasks and capturing all relevant information for immediate resolution - Providing second-level support, identifying root causes, and communicating with other teams and clients for support extension - Executing changes with risk identification and mitigation plans, following the shift handover process, and escalating tickets when necessary - Collaborating with automation teams for task optimization and working across various resolver groups - Providing assistance to L1 Security Engineers, managing client escalations, and contributing to change management processes - Planning and executing maintenance activities, auditing incident and request tickets for quality, and producing trend analysis reports for automation tasks - Implementing Disaster Recovery functions and tests as required Your knowledge, skills, and attributes should include the ability to communicate across diverse cultures, plan activities effectively, maintain a positive outlook, work well under pressure, and apply active listening techniques. You should also prioritize client needs, adapt to changing circumstances, and deliver positive client experiences consistently. In terms of academic qualifications and certifications, a Bachelor's degree in IT/Computing or equivalent work experience is required. Certifications relevant to supported services, with a focus on CCNA certification and additional certifications like CCNP in Security or PCNSE, are advantageous. The ideal candidate will have a moderate level of experience in managed services handling Security Infrastructure, familiarity with ticketing tools like ServiceNow, working knowledge of ITIL processes, and experience collaborating with vendors and third parties. This role is based on-site and offers equal opportunities for all applicants.,

You will be responsible for providing end-to-end IT support to VIP users, with a particular focus on the CEO and management group. Your main objectives will include ensuring the optimal performance and uptime of Apple (macOS and iOS) and Windows devices used by VIPs. It is crucial to deliver high levels of responsiveness, discretion, and professionalism in all interactions. As part of your role, you will lead and manage a team of DSS engineers who operate on a 24x7 shift basis. Monitoring team performance, providing coaching, and ensuring adherence to SLAs will be key responsibilities. Additionally, you will coordinate shift schedules to maintain consistent support coverage. Your duties will also involve overseeing daily IT infrastructure operations and end-user support activities. It is essential to ensure strict adherence to IT policies, procedures, and best practices. Furthermore, you will be required to coordinate IT support for company-wide events, including AUDIO/VIDEO setup and troubleshooting. Expert support for Apple platforms (macOS and iOS) will be a significant part of your role, requiring in-depth knowledge and troubleshooting capabilities on these platforms.,

Role Purpose The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team. Do Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting Acknowledge client cases as per the SLAs defined in the contract Access client tool and log all incoming client cases accurately on the internal tool as per contract Accurately document all pertinent case information such as case number, case type, etc. of daily cases received Follow standard processes and procedures to track and prioritize all client cases Accurately update the internal tool with daily cases and forward the same to respective agents and QAs Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization Maintain and timely update internal tool for agents to speed up response time Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution Ensure all client information, disclosures and regulatory changes are given to agents and QAs on a regular basis Monitor compliance with service agreements to avoid legal challenges Share recorded case logs and status reports with clients and supervisors on a daily basis Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool Develop deep understanding and use of client tool to effectively perform day today duties Access client tool and acknowledge to the client the receipt of the cases as per the SLAs defined in the contract Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases Maintain logs and records of all client cases as per the standard procedures and guidelines Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software Maintain tracker of all cases received along with the allocation information for reporting purposes Ensure all client cases are resolved as per the defined SLAs and regulatory guidelines defined by the client Maintain and share the resolution status report with supervisor and client on a daily basis Share the hourly productivity update report with supervisors and clients on a daily basis Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt. Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance Liaise between the client and internal teams on escalations of serious issues and unique queries Follow up with agents and QAs to record feedback and ensure compliance to contract SLAs and regulations Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case Build capability to ensure operational excellence and maintain superior customer service levels for the existing client Undertake trainings to stay current with any new features, changes and updates on client tool Enroll in product specific and any other trainings per client requirements/recommendations Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently Identifying and document most common problems and recommend appropriate changes to the team leader Updates job knowledge by participating in self learning opportunities and maintaining personal networks Competencies Client Centricity Passion for Results Execution Excellence Collaborative Working Learning Agility Problem Solving & Decision Making Effective communication

Asset Servicing Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. JOB DESCRIPTION: Responsibilities: Hands on experience with asset servicing, processing principal activities like Drawdown, Paydown, Interest in Geneva Reconcile cash and positions across all funds on daily basis using DUCO platform Reviewing upcoming activities exceptions from Geneva WSO accelerator, contract modifications as per the agent notices. Work across multiple groups to troubleshoot technical and accounting problems Ensure all the activities are processed and updated in Geneva. Reach out to Agents / Trustee / Internal team for resolving exceptions on daily basis. Escalation of unresolved cash and position breaks to Manager and onshore team Create SOP and participate in training program Liaise with global teams and support ongoing projects, system integration, perform UAT, as needed Desired Candidate Profile: Knowledge of Syndicated Bankloan/ Private Credit / CLOs Processing experience of using Geneva as a software tool for Syndicated Bankdebt Module Reconciliation experience of Cash and Position using DUCO or any other Recon platform Hands on experience of processing activities manually in Geneva related to Credit Facilities in Geneva Awareness of Agents Banks, Trustees and Custodian role in supporting Private Credit Strong Microsoft Office skills (MS Excel, MS PowerPoint and MS Word) with high proficiency in Microsoft Excel Highly motivated and the ability to effectively work as an individual contributor and possess strong analytical, problem solving, critical thinking and decision-making skills, multitask and deliver under tight deadlines The profile involves effective communication across Clients' facilities globally and hence possessing excellent interpersonal and communication skills in verbal and written English is a must A demonstrated ability to write effectively and summarize large amounts of information succinctly and quickly A desire to work in an international team environment, often under pressure and with multiple stakeholder .

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: IBM Storage.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Telecom Service Assurance Experience : 5-8 Years .

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: OpenShift. Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: MuleSoft Development. Experience: 5-8 Years.

Role Purpose The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team. Do Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting Acknowledge client cases as per the SLAs defined in the contract Access client tool and log all incoming client cases accurately on the internal tool as per contract Accurately document all pertinent case information such as case number, case type, etc. of daily cases received Follow standard processes and procedures to track and prioritize all client cases Accurately update the internal tool with daily cases and forward the same to respective agents and QAs Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization Maintain and timely update internal tool for agents to speed up response time Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution Ensure all client information, disclosures and regulatory changes are given to agents and QAs on a regular basis Monitor compliance with service agreements to avoid legal challenges Share recorded case logs and status reports with clients and supervisors on a daily basis Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool Develop deep understanding and use of client tool to effectively perform day today duties Access client tool and acknowledge to the client the receipt of the cases as per the SLAs defined in the contract Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases Maintain logs and records of all client cases as per the standard procedures and guidelines Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software Maintain tracker of all cases received along with the allocation information for reporting purposes Ensure all client cases are resolved as per the defined SLAs and regulatory guidelines defined by the client Maintain and share the resolution status report with supervisor and client on a daily basis Share the hourly productivity update report with supervisors and clients on a daily basis Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt. Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance Liaise between the client and internal teams on escalations of serious issues and unique queries Follow up with agents and QAs to record feedback and ensure compliance to contract SLAs and regulations Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case Build capability to ensure operational excellence and maintain superior customer service levels for the existing client Undertake trainings to stay current with any new features, changes and updates on client tool Enroll in product specific and any other trainings per client requirements/recommendations Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently Identifying and document most common problems and recommend appropriate changes to the team leader Updates job knowledge by participating in self learning opportunities and maintaining personal networks

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Cisco Routing and Switching. Experience: 3-5 Years.

Do - Support process excellence initiatives and drive improvement projects. - Drive benchmarking and best practices deployment across accounts. - Understand potential customer dis-satisfaction drivers and proactively mitigate any CSAT/PCSAT risks. - Work closely with customers and operations leadership team to identify improvement opportunities and drive them to closure. - Drive projects to improve and maintain the profitability of the process. - Drive a culture of process improvement using tools like Six Sigma, Lean and Kaizen on the process floors. - Drive standardization practices on the floor and ensure strict compliance in internal and client defined processes. - Monitor and drive compliance requirements through Internal Common Minimum standards (CMS), ISO 9001, etc. - Ensure all process metrics are met. - Lead quality report and dashboards. - Support in SOP and VSM creation. Mandatory Skills: IT Operations Management. Experience: 5-8 Years.

Company: Marsh Description: Ensures timely and accurate production/processing of complex documents/information (includes report preparation) Maintains a basic understanding of the core aspects of relevant Insurance and related legislation (customer awareness) and strengthen established relationships Adheres to Company policies and performance standards Contributes to the achievement of Operations team Service Level Agreements (SLA) , Key Performance Indicators (KPI) and business objectives Marsh, a business of Marsh McLennan (NYSE: MMC), is the world s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Core Java. Experience: 5-8 Years.

Hi Job Seekers We have an opportunity for the role of Assistant Manager Role in Lucknow for domestic Voice Process. Job Title: Assistant Manager Operations (E-commerce Voice Process) Location: Lucknow, Uttar Pradesh Industry: BPO / Customer Service (E-commerce Voice Support) Work Mode: Work from Office (Relocation assistance not provided) Employment Type: Full-Time, Permanent Open for PAN India Candidates willing to relocate to Lucknow About the Company We are a leading BPO partner for India’s top-tier e-commerce platforms. Known for operational excellence and customer-centric solutions, we deliver high-quality voice support across the country. To strengthen our growing team in Lucknow, we are looking for an experienced and dynamic Assistant Manager – Operations with a proven track record in managing large teams in the BPO and e-commerce voice process domain . Role Overview As an Assistant Manager – Operations , you will be responsible for driving team performance, enhancing operational workflows, and delivering excellent customer service across voice-based processes. You will be the bridge between leadership and the support floor, focusing on KPIs, compliance, team morale, and escalation management. Key Responsibilities Lead and manage voice-based customer service operations for an e-commerce process Drive SLA compliance across AHT, CSAT, FCR, and Quality metrics Manage a team of TLs, QAs, and CSRs to ensure consistent performance Conduct team reviews, performance appraisals, and development planning Manage shift schedules, rosters, and real-time floor operations Handle client communication and escalations effectively Identify operational gaps and implement continuous improvement initiatives Work closely with cross-functional departments (HR, QA, Training, WFM) Generate and share detailed reports with stakeholders and senior leadership Eligibility Criteria Minimum 5 years of experience in the BPO industry , specifically in customer service At least 2 years of relevant experience in an Assistant Manager role or similar capacity Must have handled voice-based e-commerce customer support processes Graduation in any stream is mandatory Excellent English communication, team leadership, and analytical skills Willingness to work in rotational shifts (6 days working) Immediate joiners or candidates with a notice period of less than 15 days preferred Compensation Annual Salary: Up to 5.5 LPA (based on current CTC and relevant experience) Quarterly Performance Bonus as per company policy Opportunity to work with one of India’s fastest-growing e-commerce support partners Interview Mode: Virtual Relocation: Candidates from PAN India are welcome (no WFH option) How to Apply Interested and eligible candidates can share their updated resume on WhatsApp with Homa at 9696714723 (If unavailable, kindly leave a message with the subject line: AM Lucknow – E-commerce Voice .) Stay Updated on More Openings WhatsApp Hiring Channel: https://whatsapp.com/channel/0029VaLXmHBEKyZFIm6giY0 #AssistantManagerJobs #BPOJobs #EcommerceSupport #VoiceProcess #LucknowHiring #CustomerServiceCareers #AMHiring #SeniorOperations #TeamHandling #PanIndiaHiring #ApplyNow #NaukriHiring #LeadershipRole #OperationsManager #VoiceSupportJobs

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Windows Server Admin Experience : 1-3 Years.