1893 Sla Management Jobs - Page 33

Hi All, Greetings of the day! Currently we are having opening for the position of Microsoft Office 365 Administrator with one of a leading Investment Banking Company. Position Purpose Supporting INDIA & APAC end users with Messaging MS Exchange, Outlook, MobileIron, Intune, IronPort backend Infrastructure. Excellent knowledge and experience with following systems (must be with expert knowledge on following) : Exchange 2016, Office 365 and Microsoft Outlook Active directory (Basic knowledge of AD, GPO, scripting, etc..) MobileIron MDM and IronPort PowerShell Understanding of core IT infra setup : Wintel systems : Windows Server 2012/2016 Network : WIN/MAN/LAN topology, ICP/DMZ, F5 Load Balancer, Firewall Storage : NAS/SAN/DAS MS DNS, Windows 7/10 Responsibilities Provide technical support to manage messaging services like Email, instant messaging and mobile device management. This includes Microsoft Exchange, Office 365, Skype, MS Teams, MobileIron, IronPort and Symphony. Able to monitor and manage the uptime of messaging infrastructure. Able to apply incident remediation, change management and patch management procedures for messaging services. Must have a continual improvement, risk mitigation focus, and proactively improve the monitoring, efficiency, reliability, capacity and quality of all IT services under his managed perimeter. Responsible for having an operational up to date BCP / DR documented and tested. Able to work in different shifts or on weekends to manage the service delivery. Liaising with Business Application Teams, Regional IT Teams, Global Infrastructure Support and IT Security Teams to resolve issues, complete tasks and deliver projects in a timely fashion. Responsible for the SLA section related to the tower: SLA definition, reporting, dashboards. Ensure the coordination and collaboration with regional / Global Head of the relevant functional area. Ensure that the instructions and guidelines of the Group (esp. IT Security guidelines and Global ITI&P Governance) are respected and the architecture is validated. Responsible for controls to be run for as well as the closure of audit points related to the tower. Interested and relevant candidates can share their updated resume at dipti.ghavri@kiya.ai

Hiring: Ops & Sr. Ops Managers - Aviation Process Min 11 yrs-18 yrs exp, GDS (Amadeus/Sabre) req, Aviation domain a must Package upto 28 lpa" depends on designation and years of exp" Call on 7042331616 or drop cv on supreet.imaginators@gmail.com

Operations Manager /Manager Operations BPO /BPO Operations Manager 2 yrs exp as BPO Ops Manager (AM/DM cannot apply) SLA ,Attrition,Shrinkage, CSAT,AHT Immediate joiners Amit 8851792136/Neha 8287267407

Hiring: Ops & Sr. Ops Managers - Aviation Process Min 9-17 yrs exp, GDS (Amadeus/Sabre) req, Aviation domain a must Six Sigma certification preferred Team & Client mgmt | 24/7 shifts | Noida CTC: 15-28 LPA Call Vikas 8527840989 Required Candidate profile Min 14-15 yrs in aviation ops, 7-10 yrs in team & client mgmt GDS (Amadeus/Sabre) expertise, KPI/SLA handling, aviation compliance, customer service skills, flexible for 24/7 rotational shifts.

Hiring: Ops & Sr. Ops Managers - Aviation Process Min 6-15 yrs exp, GDS (Amadeus/Sabre) req, Aviation domain a must Six Sigma certification preferred Team & Client mgmt | 24/7 shifts | Noida CTC: 15-28 LPA Call Latika & WhatsApp CV: +91-9810996899 Required Candidate profile Min 14-15 yrs in aviation ops, 7-10 yrs in team & client mgmt GDS (Amadeus/Sabre) expertise, KPI/SLA handling, aviation compliance, customer service skills, flexible for 24/7 rotational shifts.

Role & responsibilities Collaborate with Client Partner teams to update and refine policies in alignment with evolving organizational and employee needs. Track and drive key performance metrics such as Service Levels (SL), Average Handle Time (AHT), Quality Scores, CSAT, First Contact Resolution (FCR), and Productivity. Manage shrinkage and proactively address attrition through workforce analytics, engagement plans, and structured feedback loops. Lead performance management processes including regular reviews, PIP planning, and career pathing. Drive continuous process improvement initiatives to increase efficiency and optimize resources. Coordinate with HR, Training, Quality, WFM, and other support functions to ensure smooth day-to-day operations and quick issue resolution. Act as the escalation point for operational, employee, or policy-related concerns from frontline managers and clients. Ensure compliance with internal policies, client expectations, and legal obligations. Partner with clients to deliver actionable insights and innovations that add value beyond standard KPIs. Participate in client calls and represent business health, action plans, and risk mitigations confidently. Identify revenue or efficiency improvement opportunities and build business cases where applicable. The person should possess strong data-driven approach to performance and people metrics. They should possess excellent interpersonal and stakeholder management skills. Should be proficient in MS Excel, dashboards, and reporting tools. Experience in a BPO or services environment. Preferred candidate profile Graduate / Post Graduate Min 5-6 years experience in International Process Comfortable working in Night shifts Excellent communication skills

Role Summary We are looking for an enthusiastic Team Leader for Airline Process at Ienergizer Pvt. Ltd. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements. What You Would Be Doing Performance Monitoring & Coaching : Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance. Escalation Handling : Providing floor support and handling escalations to ensure swift resolution of complex. Process Improvement : Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction. Training & Development : Coaching new team members and continuously working to enhance the skills of existing team members. Client & Stakeholder Interaction : Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders. Target Management : Ensuring team meets set targets for KPIs such as AHT (Average Handling Time) Reporting & Documentation : Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients. Qualifications Education : Under Graduate / Graduate in any discipline. Experience : At least 2+ years of experience in BPO, with at least 1 year of experience managing teams. Skills : Strong leadership and supervisory abilities. Excellent written and verbal communication skills in English. Strong problem-solving and analytical skills. Ability to handle escalations and complex content issues. Proficiency in MS Office, particularly Excel. Familiarity with content moderation guidelines and best practices in the industry. Whats Expected Proven ability to manage and lead a high-performing team in a fast-paced environment. Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions. Strong communication and relationship-building skills with clients and internal stakeholders. Ability to work effectively in a 24x7 work environment and manage stretch targets. 6 Days Working Banking Experince Manadate What Are You Signing Up For? Competitive salary Health and wellness programs Career advancement opportunities Comprehensive career development programs Promising career progression within a global company A dynamic, world-class work culture that values innovation and teamwork To Apply: Manish Dandriyal - 9650930213

Proven BPO team & process management Strong SLA, KPI & QA metrics knowledge Excellent leadership & communication Conflict resolution & improvement focus Proficient in BPO tools & CRM systems Interested candidates send resume: mohanrajk@desicrew.in Required Candidate profile Proven experience managing large BPO teams/processes. Strong knowledge of call center metrics, WFM, and QA. Excellent communication, leadership, conflict resolution.

As an Operations Manager, you will be managing efficient and effective services to meet customer-agreed service levels, through continually assuring process performance and optimising delivery resources. You Have: Bachelor's or Master's degree or equivalent, minimum 17+ years of experience in managing large-scale multivendor telecom MS operations. Expertise in industry standards and frameworks such as ITIL, eTOM, and best practices in fault, configuration, and performance management. You should demonstrate self-initiative and a proactive approach. Good leadership and people management skills, with the ability to build, mentor, and lead cross-functional teams in a 24/7 operational environment. Strategic and analytical mindset, capable of driving operational excellence, cost efficiency, and transformation initiatives aligned with business goals. It will be nice if you also have: Certification in ITIL is required. PMP -Certification. Lead and manage the day-to-day operations of telecom networks, ensuring optimal service performance and customer satisfaction. Oversee Network Operations Centre (NOC) and Field Operations teams to ensure high availability and quick resolution of network incidents. Drive operational excellence by implementing best practices, automation, and proactive monitoring solutions. Manage SLAs, KPIs, and key operational metrics to ensure compliance with regulatory and business requirements. Single point of contact for all escalations towards the region of Incidence, Problem, and Change Management, and other Operational routine tasks Collaborate with internal stakeholders, including Engineering, IT, and Customer Support, to enhance network performance and service delivery. Develop and implement business continuity and disaster recovery plans for network resilience. Foster a high-performance culture within the operations team through leadership, training, and mentorship. Implement and maintain an effective governance model for operational processes and continuous service improvement. Lead the delivery teams in terms of motivation & enhancements for network performance, change management, new business opportunity identification, and end-to-end lessons learned.

Role & responsibilities Lead the team to achieve specific business targets and meet assigned performance targets weekly/monthly/quarterly, ensuring high customer satisfaction Provide accurate ongoing sales forecasting and ensure data recorded in the CRM is accurate and up-to-date Be an enabler to remove roadblocks and help team to resolve challenges to support sales opportunities Monitor and drive team call time and productivity and conduct weekly performance reviews and weekly coaching sessions with all team members Analyze data, performance and customer experience trends to develop strategic sales plays and best practice for client/specific territories Stay current on developments in client services and within the market and ensure the team is informed on the latest trends and market Be a point of escalation for our clients and respond promptly to any issues Maintain a balanced level of communication with Sales Director and external facing client to ensure strategic client relationship is fostered and developed Work with client contact on reporting and forecasting Ensure team understanding to achieve operating plan targets, sales targets and client performance targets (CPTs) Work with client contact on reporting and forecasting Coordinate team incentives and Sales Performance Incentive Funds Partner and build business relationships with all partners to ensure customer expectations are met Preferred candidate profile 3+ years proven work experience in a sales role A passion for customer experience and driving team results Experience in operations and strategy building Excellent Coaching history A record of developing and retaining great employees Experience maximizing revenue through best practices Experience working with Salesforce.com or similar CRM Experience finding solutions as a manager Perks and benefits

Looking for a motivated Process Associate to join our team in Trichy. The ideal candidate should have 0-1 years of experience and be able to work effectively in a fast-paced environment.Roles and Responsibility Manage and maintain accurate records and reports. Provide excellent customer service and support to clients. Collaborate with team members to achieve common goals. Develop and implement process improvements to increase efficiency. Analyze data and provide insights to inform business decisions. Maintain confidentiality and handle sensitive information with discretion. Job Strong communication and interpersonal skills are essential. Ability to work well under pressure and meet deadlines is required. Basic computer skills and knowledge of CRM software are necessary. Strong problem-solving and analytical skills are needed. Ability to work collaboratively as part of a team. Strong attention to detail and organizational skills are vital. Omega Healthcare Management Services Private Limited is a leading healthcare management services provider, committed to delivering high-quality solutions to its clients.

Position Summary This position will serve as a key member of the Insurance/Finance Team and Will be reporting to the Service Delivery Manager. Primary Responsibilities 1) The Team Lead will be responsible for understanding operational requirements, researching best practices, assist with the design and implementation of new processes and tools. 2) This position will require the ability to cultivate a team environment that provides exceptional customer service and ensuring all staff members perform at a consistently high level. 3) The ability to motivate, instill accountability and achieve results. 4) Effectiveness of a team of Process Associates. 5) Prepare MIS reports. 6) Interact with Customers and manage their queries. 7) This position will require providing day-to-day coordination on the activities of the team. 8) Attending and responding to written/electronic correspondence. 9) Candidate should have been in a Team Lead role, on papers for at least 1year 10) Should have exposure to handling 10+ FTEs Additional Responsibilities 1. Positive attitude and should be flexible to work in dynamic environment. 2. Ability to generate process improvement ideas through Kaizen and projects. 3. Enhances organization reputation by taking ownership and accountability. V. Skills and Competencies 1) This position will require an individual who has a previous and demonstrated ability of success in - Proven people management skills - Service delivery 2) Good academic record (50% or above). 3) Excellent communication skills (Verbal and Written). 4) Strong analytical skills Minimum Qualifications Education Major 1) Graduate/Post Graduate (Preferably Commerce). Degree Bachelor Master Licenses/Certificates Work Experience 1) Minimum 4 years of post qualification experience in BPO/KPO industry. (Insurance Domain) 2) Candidate must have 1 year on papers experience as a TL and should be currently designated as a TL Remuneration, Perks and Stocks (as applicable) 1. Package range from lac per annum to lac per annum 2. Performance based incentives 3. Night shift allowances 4. Joining bonus

Manage full OTC cycle contract review/invoicing/receivables tracking etc. Ensure timely billing, accurate reconciliations, and compliance with internal controls and SOX. Strong ERP skills, financial acumen, and a proactive, solution-oriented mindset

Hiring for Content Moderation Team leader Exp : 2 to 5 years shift : Rotational shift ( 5 days of working , 2 Rotational off) Skills : Attrition , Shrinkage , Dsat and Csat Location : Uppal , Hyderabad For further details contact HR Sunitha (80954 80327) Email id : sunitha@mrtinfotech.com

Lead end-to-end Procure-to-Pay (PTP) operations, including invoice processing, payments, vendor management, and compliance. Drive process efficiency, resolve escalations, and ensure seamless financial operations in a dynamic, fast-paced environment.

Reporting to Director, Bid Centre of Excellence Key stakeholders Proposal Managers/Directors, Business Line and Sales Leads, Sales Enablement and Operations Leads, Subject-Matter-Experts Direct reports: Bid Support Specialist Duties & responsibilities To take complete responsibility and demonstrate individual capability of writing and development of effective, concise, and compelling bid responses, and complete the submissions end-to-end in coordination with the business and sales leads, and contribute to the success of the business division. What this job involves Proposal (Bid) Management Role: Develop and submit consistently high quality, compliant, customer-focused bid responses for RFIs/RFPs, proposal presentations and clarifications, within allocated time. Demonstrate a strong individual ability for proposal/business writing, understanding of proposal themes and flow of information, JLL business understanding, eye-for-detail for any gaps and errors, ability to develop impactful presentations, and incorporate graphic design inputs to finalize bid-related output. Develop / update / maintain proposal baseline repositories structured as per a logical taxonomy and content type and ensure processes for easy search and retrieval for the required proposal/topic at hand. Understand the various business sectors applicable for JLL and the proposal components for each sector (commercial/workplace, industrial, residential, hotels and retail). Where required, undertake research on customer and opportunity, and gather competitive information to feed into bid-evaluation process and responses. Engage with all organisational SMEs to ensure that their inputs are received, well understood, and incorporated in a timely manner. Utilize these SME inputs to keep the baselines constantly updated. Work with and obtain necessary information across business lines, regions, functional teams and SMEs to complete JLL presentations and baselines. Champion proposal best-practice; assist with driving consistency across all documents in accordance with JLL corporate standards & templates and revise necessary standards to fit region and client specific demands. Enhance visual impact of bid responses / presentations and work with graphic designers to create, edit, proof-read, and review graphics as needed. Ensure alignment to governance protocols, internal processes, trackers, update calendars and document control guidelines to maintain the required content in a logical manner. Undertake end-to-end responsibility of managing and maintaining repositories of business metrics, past bids, case studies, and varied other content type on JLL digital systems and platforms such as SharePoint sites. Manage multiple assignments simultaneously, while working both independently and with other proposal professionals Team Utilization and Management: Manage a small team of bid management specialists, and assume full responsibility of hiring and training them, and running regular knowledge sharing sessions for their constant learning and development. Showcase the ability to hold crucial conversations and productive feedback discussions both regular and year end Take accountability of employee engagement and support their ambitions, while delivering on organizational objectives Performance objectives Deliver impactful, client-focused, and well-written bid responses and content Display an in-depth understanding of JLLs various business lines and our business model Ability to generate novel ideas, drive content improvement/development initiatives, display proactiveness, ownership of individual tasks, and ensure closure/project deliveries in strict timelines Teamwork, timeliness, quick learning, resourcefulness, ability to ideate would be the key traits Should be open to support during peak hours or after-office hours to contribute towards critical client submissions Develop a high performing team with the ability to respond to varied stakeholder requirements in a dynamic work-environment, usually across different time zones Ability to assess stakeholder expectations and nuances, a mature outlook towards stakeholder communication, and delivering on the mutually agreed objectives and timelines without fail Key skills Proposal Writing and Management Content/knowledge Management, Use of Digital Platforms Stakeholder Communication Excellent written, verbal and interpersonal Communications skills To present and discuss ideas, plans, viewpoints effectively with all levels of staff including business and technical stakeholders Formal business writing ability is a must; will be required to write or edit varied content types for JLL leadership and JLL clients Understanding of the Graphic Design space and its potential impact on output Should be skilled in PowerPoint and Excel Ability to operate in a dynamic environment Strong sense of client servicing High attention to detail Employee specification Post-Graduate, with excellent academic credentials 10-12 years of experience from a professional services firm, including a minimum of 5 years of independent proposal writing experience, and a minimum of 3-4 years of experience with a building consultancy / construction-management client

10+ years of experience in IT service delivery, with at least 5 years in AVM or AMS leadership roles. Proven track record in managing large-scale AVM engagements, ideally in a multi-client or consulting setup Experience with tools like ServiceNow & well versed in DevOPS processes (Azure) Strong stakeholder management, communication, and negotiation skills. Experience in managing global delivery teams and multi-vendor environment Highly skilled AVM Delivery Manager to oversee the end-to-end delivery of Application Maintenance (Production Support), ensuring high-quality service, adherence to SLAs, and alignment with client expectations. The candidate must have strong experience in managing large application portfolios, leading cross-functional teams, and driving operational excellence in multi-vendor environment

Job description Should have minimum 4+ years of experience in BPO. Should have been designated as a Team Lead for at least 2 years on papers. Should be able to calculate Attrition, Shrinkage, AHT. Should be aware of NPS, Repeat & Churn. Should be aware of Occupancy and Utilization formulas. Candidate should be good in communication. For Team Lead- Inbound experience is mandatory Interested candidates can reach out to Pavithras19@hexaware.com / 9626261016

Operations Manager Exp- 10+ Years Loc- Gurgaon Skills- CS Operations, Operations Mgt, International BPO, Voice Process, SLA, CSAT etc Pkg- 18 LPA NP- 30 Days Nancy 8586914964 Nancy.imaginators7@gmail.com

Role & responsibilities 1. Handle Zone wise Service restorations. 2. Ensure safe work environment and adherence to safety norms. 3. Adherence and maintenance of 100 % quality service restoration 4. Handling Vendors, Machine and Material 5. Responsible to ensure customer uptime for his Zone 6. Responsible for tracking Network Engineers for desired productivity 7. Conducting Reviews on service levels with Network Engineers 8. Tracking of material consumption through CRM 9. Handling escalations related to Fault repair 10. Tracking of Nodal, Wrong ticket escalations 11. Coordinates with Store In charge for material 12. Take update on the pending tickets with Engineers Preferred candidate profile Minimum 3 years of total work experience, relevant experience in ISP preferred Hands-on experience in handling teams with stipulated service levels. Excellent communication skills Should possess strong technology awareness

Plays an important role in the Organization by providing support to more senior service delivery professionals. Works on tasks/matters of limited complexity. Gains experience of the service desk processes. Participates in meeting critical key measurement targets of the team.Collaborates with other team members in continuous improvement activities and initiatives focusing on delivering operational quality and efficiency. - Grade Specific Role OverviewProvides services according to the Service Delivery scope to meet specific KPIsSupports delivery of Procurement services into the BusinessMaintains a proactive working attitude towards the ClientHas basic knowledge of the Stakeholder community within the work perimeterUnderstands the P2P processHas basic knowledge about cross functional workBuilds knowledge experience in a number of domains of expertiseContributes to a positive and collaborative team cultureIdentifies, reports and participates in process improvements implementationGeneral Responsibilities AccountabilitiesEnsures the daily activities are fulfilled properly and timely in accordance with procedures and KPI targetsDemonstrates knowledge of processes and procedures relevant to the function Accountable for process compliance within the work perimeterResponsible for a customer focused service towards the client, reacting to client requests and queries in a timely fashionContinually strives to simplify, standardize and improve processes subject to approval of the senior professionalContinually seeks out ways to improve Client satisfactionHelps the team to achieve common goalsIs supportive of knowledge and best practice sharingActs to overall procurement policies and processes Skills (competencies)

Job Summary: The ServiceDesk Governance Manager is responsible for overseeing the governance and management of the ServiceDesk operations. This role ensures that the ServiceDesk functions efficiently, aligns with organizational goals, and adheres to best practices and compliance requirements. The person will have to manage performance of 4 different ServiceDesk located in different geography Key Responsibilities: Governance and Compliance: Develop and implement governance frameworks, policies, and procedures for the ServiceDesk. Ensure compliance with industry standards and regulatory requirements. Performance Management: Monitor and evaluate the performance of the ServiceDesk. Establish key performance indicators (KPIs) and service level agreements (SLAs) to measure effectiveness. Continuous Improvement: Identify areas for improvement within the ServiceDesk operations. Lead initiatives to enhance service delivery, efficiency, and customer satisfaction. Stakeholder Management: Collaborate with internal and external stakeholders to understand their needs and expectations. Ensure that the ServiceDesk meets or exceeds these requirements. Risk Management: Identify and mitigate risks associated with ServiceDesk operations. Develop contingency plans to address potential issues. Reporting and Analysis: Prepare regular reports on ServiceDesk performance, trends, and issues. Provide insights and recommendations to senior management. Must have experience in Managing Service Desk operations. Must have sound ITIL knowledge.( Expertise in Incident Management) Must have expert knowledge of all IT Metrics and Measurement & benchmarking. Must have proven experience on driving continuous improvement plan, automation and transformation. Must have working knowledge of ServiceNow platform Must have working knowledge of contact center solutions Excellent verbal and written communication skills. Ability to explain technical issues to non-technical stakeholders Ability to lead and motivate a team. Commitment to ongoing learning and development. Ability to identify areas for improvement and drive change. Ability to identify potential risks and develop mitigation strategies. Experience in creating contingency plans. Skills in preparing and presenting performance reports.

Regular follow-ups with support engineers on open tickets, technical incidents (TIs), and pending customer issues.Act as a communication bridge between support team and internal stakeholders Required Candidate profile Manage basic ticket creation and closure tasks in helpdesk system (ZohoDesk/Freshdesk /others).Coordinate with technical teams for escalations, patching timelines, and follow-ups. Good spoken English.

Job Opening: Transformation Projects Job Location : Chennai Experience : 2 to 5 Years Direct Responsibilities Lead and manage offshoring & deployment projects. Conduct project governance meetings (OPCO). Contribute to Steering Committee (Steer Co) meetings. Coordinate operational assessment with FOP SMEs and onshore teams. Ensure timely and budget-conscious project execution. Track project risks, issues, and escalations. Participate in risk assessment, SLA setup, and transfer pre-requisites. Provide functional expertise and guidance. Oversee execution and amendments of SLAs. Contributing Responsibilities: Provide domain/function-specific knowledge. Support execution and monitoring of SLAs within FOP.

Job Title: Project Manager (IT Procurement) Job Description Should be well-versed in project execution, procurement, budgeting, reporting, and project governance frameworks. Monitor the overall status and progress of the project. Shall be responsible for carrying out gap analysis of analytical capabilities of the Department and technical guidance on IT solutions. Shall facilitate and support the identification of agencies for various schemes through Bid Process Management. Shall facilitate and support the Department in Contract Management/SLA Management. Lead team in undertaking feasibility analysis of projects to ascertain technical and economic viability. Manage communication & coordination between various stakeholders. Qualification Criteria Minimum of 8 years of work experience out of which a minimum of 3+ years in Project/Programme Management with Central/State Government / Multilateral Institutions / government agencies. B.E./B.Tech (any specialization) with MBA/PGDM. Certification - SCRUM Master/TOGAF/PMP/Prince2 (Mandatory). Primary Skills IT Project Implementation IT Procurement Contract Management Overall Project Management We kindly request that you apply only if you meet the required criteria outlined above. Please note that profile selection will be based on your responses to the questions below. We encourage you to answer thoughtfully, as your responses will be a key part of the evaluation process.