1886 Sla Management Jobs - Page 8

An excellent opportunity for a seasoned operation professional to lead and manage high-performing teams in motor insurance claims. This role offers exposure to end-to-end claims operations, client interactions, and team leadership in a process excellence-driven environment. Your Future Employer - A leading global business process management company serving clients across industries like Insurance, Banking, Travel, Healthcare, and more. With a strong focus on innovation, analytics, and digital transformation, the organization enables businesses to achieve superior operational outcomes and efficiency. Responsibilities - Managing day-to-day operations and driving performance improvements across functions. Overseeing the motor bodily injury claims process with a focus on compliance and timely resolution. Leading and mentoring a team to foster engagement and accountability. Collaborating with legal and external stakeholders on complex claims. Monitoring KPIs, identifying process gaps, and driving continuous improvement initiatives. Ensuring compliance with industry regulations and internal controls. Driving automation initiatives and contributing to digital transformation efforts. Requirements - Graduate degree in Business Administration, Insurance, or a related field. Strong experience in operations management, especially in the insurance sector. Proven track record in managing motor insurance claims and leading large teams. Excellent communication, analytical, and stakeholder management skills. Familiarity with claims systems, risk assessment methodologies, and process optimization tools. What is in it for you - Opportunity to drive operational excellence and team performance. Exposure to global best practices in insurance operations. Be a key contributor to digital transformation and strategic projects. Reach us: If you think this role aligns with your career goals, please 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 an engaging and professional recruitment experience. Crescendo Global does not discriminate on the basis of race, religion, gender, sexual orientation, age, disability, or any other protected status. Note: Due to the volume of applications we receive, we may only respond to shortlisted candidates. Thank you for your understanding. Scam Alert: Beware of fraudulent job offers in the name of Crescendo Global. We do not charge fees or request purchases. All valid opportunities are listed at www.crescendo-global.com. Profile Keywords - Deputy Manager Jobs, Operations Jobs, Insurance Claims Jobs, Motor Insurance, Claims Management, SLA Management, Team Leadership, Client Management, Operations Excellence, BPM Jobs, Insurance Operations, Claims Processing.

Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs). As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility. A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department. You must be adept at creating reports of your teams performance and documenting feedback from your client. You must be able to effectively manage issues that might arise (including HR related ones); not to mention, being creative in terms of thinking of solutions; and acting as the liaison between management and your team. So, do you have what it takes to be a Team Leader? Requirements: So, what are we looking for? We need someone who has the skills to call themselves a Leader. Someone with college or vocational school graduation as a qualification and has at least one (1) year of relevant Team Leader experience managing at least 10+ teammates while working in a customer support role within an outsourcing or similar company. We need someone with excellent verbal and written communication skills along with above-average technical know-how. If you have previous experience working on the phone, email and live chat customer support roles, then that’s a plus in your favor. If you’re familiar with E-Commerce, Customer service, or any other tools; flexible and willing to work different shifts - then we definitely want to talk to you. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Can share resume at 8054935126

Role of Customer Service-Operations We are seeking dedicated professionals to join our customer service operations team. This role involves managing client interactions, ensuring high-quality service delivery, and continuously improving processes to enhance customer satisfaction. Key responsibilities Manage and resolve customer inquiries efficiently and effectively. Collaborate with cross-functional teams to address customer needs and improve service delivery. Analyze customer feedback to identify areas for improvement and implement solutions. Maintain accurate records of customer interactions and transactions. Develop and maintain strong relationships with clients to ensure long-term satisfaction. Qualifications Bachelor's degree in business administration or a related field. Relevant years of work experience in customer service or operations. Strong communication and interpersonal skills. Ability to work independently and as part of a team. Proficiency in Microsoft Office Suite and CRM software. Preferred skills Experience in process improvement methodologies like Lean or Six Sigma. Familiarity with data analysis tools and techniques. Ability to handle challenging situations with professionalism and empathy. Contact person - Shruti.Tiwary@genpact.com

Were looking for a highly experienced and results-driven NOC Operations Manager to lead our 24x7 Network Operations Center. The ideal candidate will bring strong technical knowledge, customer-focused leadership, and a deep commitment to SLA-driven service delivery. Key Responsibilities: Lead and manage end-to-end NOC operations and a 24x7 multi-shift support team. Ensure seamless monitoring, alert handling, incident resolution, and escalation procedures. Drive operational excellence with proactive fault detection and resolution strategies. Define and track internal/external SLAs and key performance indicators (KPIs). Coordinate with cross-functional teams including Engineering, Field Support, and TAC. Manage escalations and lead the resolution of complex customer-reported issues. Conduct thorough Root Cause Analysis (RCA) and ensure timely closures. Plan and manage shift rosters, staffing requirements, and team performance evaluations. Prepare and present daily/weekly operations reports, SLA summaries, and RCA documents to leadership. Own and continuously improve NOC processes, SOPs, and escalation frameworks. Required Skills & Qualifications: Minimum 10 years of experience in NOC/network operations; 3+ years in a leadership/managerial role. Strong knowledge of network technologies: Routing, Switching, MPLS, SD-WAN, VPNs, Firewalls. Expertise in network monitoring tools: Zabbix, SolarWinds, PRTG, Nagios, LibreNMS, etc. Practical experience in managing incident and service request tickets using tools like ServiceNow, Freshservice, etc. Deep understanding of Desk SLAs (response & resolution timelines) and Link SLAs (uptime, latency, downtime tracking). Ability to handle escalations and deliver prompt customer communications. Strong analytical and troubleshooting skills under pressure. Excellent people management, team building, and leadership skills. Preferred/Good to Have: ITIL Foundation Certification (strongly preferred). Experience working with ISPs, OEMs, or Managed Network Services environments. Involvement in defining or refining NOC SOPs, escalation matrices, and tool/process implementations. Reporting & Continuous Improvement: Prepare and analyze SLA trend reports, RCA documents, and recurring issue logs. Identify service gaps and propose enhancements for process and tool optimization. Ensure clear documentation and handovers during shift transitions. What We Offer: Leadership opportunity in a growing tech-driven organization. Exposure to enterprise-grade networking technologies and infrastructure. Transparent and performance-driven work culture.

Experience: Minimum 1 years on paper experience required as Team Lead, International BPO experience required, Sales experience will be add on

Responsible for project execution and daily co-ordination to ensure that customer orders are delivered within the committed timelines. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcome.Responsibilities Proactively monitoring project progress Resolving issues and initiating appropriate corrective action Creating reports and project documentation Analysing databases, doing quantitative and qualitative research Regularly participates in important projects or activities as a full contributing team member. Respond to customer queries in a timely manner. Update Project Management Workflow and Project document repository Coordination with internal & external stakeholder to achieve the timely project delivery.

Job Summary The L2 SD WAN Operations Engineer will be responsible for the day to day operation, maintenance, and troubleshooting of the company s SD WAN infrastructure. This role involves providing technical support, implementing changes, and ensuring the stability, performance, and security of the SD WAN environment. The L2 SD WAN Operations Engineer will collaborate closely with cross functional teams to deliver reliable and efficient network services to the organization. Responsibilities Provide tier 2 technical support for SD WAN related incidents, service requests, and escalations, ensuring timely resolution and adherence to service level agreements SLAs. Perform routine maintenance activities, such as software upgrades, patches, and configuration changes, to maintain the health and stability of the SD WAN infrastructure. Monitor the performance and utilization of SD WAN devices, circuits, and applications, and take proactive measures to optimize performance and mitigate issues. Troubleshoot connectivity issues, packet loss, latency, and other network related problems affecting SD WAN services, utilizing diagnostic tools and methodologies. Collaborate with network architects, engineers, and vendors to design, implement, and validate SD WAN solutions, ensuring alignment with business requirements and best practices. Participate in change management processes, including reviewing proposed changes, conducting impact assessments, and implementing changes in accordance with change management policies. Document operational procedures, configurations, and troubleshooting steps, and contribute to the development of knowledge base articles and training materials for SD WAN support teams. Stay updated on industry trends, emerging technologies, and best practices related to SD WAN, and provide recommendations for continuous improvement and optimization of the SD WAN environment.

We are looking for a skilled Technical Support professional with 3-5 years of experience to join our team as an Analyst - L3. The ideal candidate will have a strong background in technical support and excellent problem-solving skills. Roles and Responsibility Provide technical support to customers via phone, email, or chat. Troubleshoot and resolve complex technical issues efficiently. Collaborate with internal teams to resolve customer complaints and concerns. Develop and maintain technical documentation and knowledge base articles. Analyze and report on customer feedback and suggest process improvements. Participate in training and development programs to enhance technical skills. Job Requirements Strong technical skills and knowledge of IT services and consulting. Excellent communication and problem-solving skills. Ability to work in a fast-paced environment and meet deadlines. Strong analytical and troubleshooting skills. Experience with technical support tools and software. Ability to collaborate effectively with cross-functional teams. Mandatory skills include technical support and title analyst.

Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud & security/Unified Collaboration/Mobility & IoT/other domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles. Responsibilities Technical administration or troubleshooting to ensure the efficient functionality of the solution. Incident Validation, Incident Analysis, Solution recommendation Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions Act as a point of escalation for Level-1 customer service analysts Coordinate with IT teams on escalations, tracking, performance issues, and outages. Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation. Provide recommendations in tuning and optimization of systems, processes, procedures, and policies. Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate. Publish weekly reports and monthly reports on customer service operations activity. Desired Skill sets Good knowledge on implementation, installation, integration troubleshooting and overall functionalities Experience in troubleshooting platform related issues, data backup, restoration, retention Maintains awareness of latest technologies in the domain

The Senior Statistical Analyst position is ideal for candidates with working knowledge in data science tools & practice as well as qualitative research methods. This position will be mainly involved in the analytical aspect of the research and development efforts associated with the various Comscore panels, a valuable asset unique in the industry. It will entail a deep understanding of methodology and production of Comscore’s panel processes, creating KPIs for mission critical production jobs, diagnosing and resolving data issues, proposing and implementing data solutions for panel assets, and liaising with other stakeholders with different backgrounds. Being detail-oriented is a must, and big plus will be given to candidates who have experience implementing statistical models in a production environment while being adept at communicating data solutions in both plain English and technical language. What You’ll Do: Creating ad-hoc and reusable data solutions that drive effective insights and productivity Troubleshooting data issues and building automatic tools that enable minimal manual intervention Proposing and implementing improvement plans for panel assets Identifying shortcomings and inefficiency in panel processes and implementing optimization plans independently Helping to further best practice in the Panel team in various areas such as documentation, analysis reproducibility, data assets management, etc. Collaborating with teams in Software Engineering, Operations, and Product Management to design processes that help deliver quality data in a timely manner What You’ll Need: Bachelor’s Degree and above in Statistics, Data Science or another math/engineering field Required: professional (i.e. working) experience with a) 5+ years with data science projects with large datasets; b) 2+ years with SQL; c) 2+ years with Python; d) 1+ years with a workflow management system such as Airflow; e) 2+ years with Microsoft Excel Not required but a plus: a) professional experience with building dashboards in PowerBI/Tableau/Superset; b) experience implementing statistical models in a production environment; c) experience with AWS; c) experience implementing data solutions using LLM in the data science space Ability to pay attention to details on every aspect of the work, to diagnose and troubleshoot potential issues logically, to work independently as a process owner, to think creatively about solutions with the big picture in mind, and to communicate effectively Shift Timing: The regular hours for this position will cover a combination of business hours in the US and India – typically 2pm11pm IST. Occasionally, later hours may be required for meetings with teams in other parts of the world. Additionally, for the first 4-6 weeks of onboarding and training, US Eastern time hours (IST -9:30) may be required. Benefits: Medical: Comscore offers a collective Private Medical Insurance scheme which is 100% covered by Comscore. The benefit is applicable to employees, an employee’s spouse, up to two children and parents. Pension: Provident Fund: Comscore bears both the employee and employer contribution. Time Off Annual Leave: Comscore offers market competitive annual leave of 26 Annual Leave Days (8 Casual and 18 Privilege), following local guidelines and practices. National Holidays and Festival Holidays: 10 Days. Sick Leave: 10 Days. Additional Leave: Paternity, Bereavement, Marriage, Maternity, Additional Pregnancy / Birth Related Leave Christmas / New Year Paid Leave, Comscore offers a week of Company paid leave over the Christmas / New Year period. Summer Hours: Comscore has a culture that rewards employees for their hard work. When you work hard, you need time to recharge and refresh. Early releases on Fridays are subject to manager approval. Internal Career Development Opportunities (minimum of 6 months tenure in the current position and in discussion with supervisors) Access to hundreds of professional e-learning courses, specifically created for Comscore Be creative: You don’t have to follow the norm to be successful – we encourage you to think outside the box. Our culture is built on encouraging innovative ideas, communication and joint success. Informal Work Atmosphere: We believe in getting the job done in a comfortable, casual environment! The ability to become a truly global engineer, with exposure to markets across the world. With more than 30 offices around the world, many Comscore teams work together across locations. About Comscore: At Comscore, we’re pioneering the future of cross-platform media measurement, arming organizations with the insights they need to make decisions with confidence. Central to this aim are our people who work together to simplify the complex on behalf of our clients & partners. Though our roles and skills are varied, we’re united by our commitment to five underlying values: Integrity, Velocity, Accountability, Teamwork, and Servant Leadership. Suppose you’re motivated by big challenges and interested in helping some of the largest and most important media properties and brands navigate the future of media. In that case, we’d love to hear from you. This will be a foundational role on our Pune-based GL team during a time of exponential growth for Comscore in Pune. The candidate for this role will work with Comscore teams around the world on work vital to the future of Comscore and our clients. Comscore (NASDAQ: SCOR) is a trusted partner for planning, transacting and evaluating media across platforms. With a data footprint that combines digital, linear TV, over-the-top and theatrical viewership intelligence with advanced audience insights, Comscore allows media buyers and sellers to quantify their multiscreen behavior and make business decisions with confidence. A proven leader in measuring digital and set-top box audiences and advertising at scale, Comscore is the industry’s emerging, thirdparty source for reliable and comprehensive crossplatform measurement. To learn more about Comscore, please visit www.comscore.com About Comscore: At Comscore, we’re pioneering the future of cross-platform media measurement, arming organizations with the insights they need to make decisions with confidence. Central to this aim are our people who work together to simplify the complex on behalf of our clients & partners. Though our roles and skills are varied, we’re united by our commitment to five underlying values: Integrity, Velocity, Accountability, Teamwork, and Servant Leadership. If you’re motivated by big challenges and interested in helping some of the largest and most important media properties and brands navigate the future of media, we’d love to hear from you. Comscore (NASDAQ: SCOR) is a trusted partner for planning, transacting and evaluating media across platforms. With a data footprint that combines digital, linear TV, over-the-top and theatrical viewership intelligence with advanced audience insights, Comscore allows media buyers and sellers to quantify their multiscreen behavior and make business decisions with confidence. A proven leader in measuring digital and set-top box audiences and advertising at scale, Comscore is the industry’s emerging, third-party source for reliable and comprehensive cross-platform measurement. To learn more about Comscore, please visit Comscore.com. C omscore is committed to creating an inclusive culture, encouraging diversity. *LI-JL1

Jr Customer Service Executive - Cloud & Security Customer Service Operations Key Responsibilities: SLA management for the KPI's and daily reporting Conduct regular audits and assessments to identify non-compliance, risks, or vulnerabilities. Develop and maintain network compliance documentation, reports, and dashboards. Collaborate with network engineers and security teams to design and implement compliance controls. Manage remediation efforts for compliance violations or audit findings. Stay up to date on regulatory changes and assess their impact on existing network infrastructure. Support external and internal audits by providing documentation, evidence, and subject matter expertise. Train and raise awareness among network teams about compliance best practices and requirements. Qualifications: Bachelors degree in Information Technology, Computer Science, Cybersecurity, or related field. 2-4 years of experience in network compliance, network security, or IT audit. Solid understanding of networking fundamentals (TCP/IP, LAN/WAN, Firewalls, VPNs). Experience with risk assessment and mitigation in IT/network environments. Proficient in using compliance and audit tools for tracking and reporting. Excellent analytical, documentation, and communication skills.

Role Quality Assurance Consultant 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: Facets Front End. Experience: 5-8 Years.

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: VMware Server Admin. Experience: 3-5 Years.

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: Desktop Support.

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: Linux Admin. Experience: 1-3 Years.

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

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: Weblogic App Server. Experience: 1-3 Years.

Greetings from Tech Mahindra! We are currently looking for an Operations Team Lead - U3 role to manage a team of 8 to 10 U1's/U2's (Journals Editorial Coordinators) to work with our internal team here in Hyderabad. Role: Ops Team Lead - U3 (Fulltime/Permanent) Designation as per TechM: Team Lead - BPS (U3) Client: UK Based (800 years old) Payroll: Tech Mahindra. Experience: Min 2y of experience as a TL on papers.(Mandatory) Location: Hi-tech city, Hyderabad Work More: Work from office Shifts: 12PM till 9:30PM (Mon/Fri and Sat & Sun will be fixed week off) (2 way transport will be provided within our boundary limits. Required: Must have good people management & leadership skills. Should be able to work on different reports and dashboards using Excel. (working knowledge on Power BI visualizations will be an added advantage) Must have experience in managing KPIs, KRAs, SLA, Shrinkage, Attrition and performance management. Must have excellent communication skills and Must have experience in managing stakeholders from the US/UK or any native english speaking country. Selected candidate will be handling the below team: Journals Editorial Coordinators Interested candidates can share their CVs at TK00926069@techmahindra.com or can whatsapp me at 7816041232. Regards, Dheeraj Kumar

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: Proofpoint Email Security. 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 Mandatory Skills: Desktop Support.

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: Linux Admin. Experience: 1-3 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: Desktop Support.

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: Desktop Support. Experience: 1-3 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: Weblogic App Server. 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 Mandatory Skills: WSiC-IoT platform. Experience: 3-5 Years.