Ops Manager ,Voice Platform and Customer Service Solutions Kone

10.0 - 14.0 years

0 Lacs

chennai, tamil nadu

On-site

The role of Operations Lead involves leading the Operations engineers and collaborating with internal and external teams. You will work closely with Operations engineers and monitoring teams to ensure that deployed products are continuously available to target users as per agreed quality and efficiency targets. As a key member of the product teams, you will collaborate with product owners, technical design leads, and developers to ensure that products are designed and implemented for efficient and continuous operations with adequate quality for deployments. It is essential to plan proactive actions to ensure continued operations and compliance of deployed products and work with other team members to improve operational performance. You will be responsible for Product service design in CMDB according to KONE data model to enable ITSM process and reporting. Additionally, you will be accountable for establishing and/or running operations with required information security and other compliance requirements as per processes in use. Key responsibilities include managing Operations processes such as incident management, Request management, and Root Cause Analysis within your scope as defined in the ITSM processes. In this role, you will create and maintain service descriptions, documentation, knowledge articles, user instructions, and conduct end-user communication and training. You will collaborate with Service providers and technology vendors to ensure smooth product operations and meet agreed-upon targets. Ensuring business continuity preparedness for the products in scope and engaging with key users and user networks are also part of your responsibilities. The ideal candidate should have a minimum of 10 years of experience in IT service management, strong experience in working with business applications on cloud technologies, and a solid understanding of ITIL and DevOps ways of working. Experience in global environments, strong communication and interpersonal skills, and hands-on experience in service performance and quality management are required. Familiarity with Call Center and Telecom functionalities/workflows, Agile and Lean methods, and product management practices would be advantageous. At KONE, we foster an innovative and collaborative working culture where employee engagement is a key focus area. We value individual contributions and encourage the sharing of information and ideas. Sustainability is integral to our culture, and we follow ethical business practices. Employee recognition, trust, and respect are important aspects of our working culture. We offer a range of experiences and opportunities to help you achieve your career and personal goals while maintaining a healthy and balanced life.,

Posted 2 days ago

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