Help automate processes to support future growth better managed End User

Experience.
Define and document detailed Knowledge document, process flow diagrams for
given technology solution.
Facilitate review sessions with functional owners and End user experience
stakeholders.
Proactive and motivated in understanding existing systems, inter dependencies
and recommend future improvements aligning with business needs.
Cooperates and collaborates with colleagues, cross-functionally, to support
improved end user experience.
Active participation in day-to-day activities of project execution.
Focus on project opportunities and transformation initiatives.
ITIL process definitions and implementation.
Automation in service delivery.
Resource management.
Utilization.
Management reporting.
Conduct regular in depth service and process audits.
Employee retention, motivation and training.
Focus on grooming people from L1 to L2, L2 to L3 within select timelines.
Value add to customer- by working closely with the Transformation and
Consulting group for:
1). Architecture gap assessment studies
2). Implementation of new technologies
3). Consolidation/virtualisation opportunities
4). Reduce business impact of outages
5). Cost savings through better solutions
6). Enhance operational efficiencies
7). Operation interaction with technologies Lead /
8). Service Owner
9). Overall Customer and Employee Satisfaction

Effective monitoring, control and delivery of services within agreed SLAs using different
methodologies, tools and ITIL processes
Proactive problem management and timely handling of escalation
P&L Budgeting and Management
Ensure a delightful customer experience across all touch points and maintaining this at a
cost of service which is in line with budgets
 (1.) Ensure The SLA of all the Track & SLA violation

(2.) Team Meetings with all the stakeholders

(4.) Ensure A-CSAT target should achieve & improvement plans to be created for less
scoring areas

(5.) Ensure organizational awareness, new changes in Customer organization

(6.) Ensure timely preparation of matrix, presentation for customer review and meetings

(7.) Quarterly team meetings & skip meetings

(8.) Review of Track members & Track leads on monthly basis

(9.) Responsible for all the issues related to rotation / progress of the employee who are
recruited within the NOC

(11.) WCC should be signed & invoice should be generated in timely manner

(12.) Review Budget Vs Actual Cost, Analyse the deviation & plan

High interaction with senior leaders, directors, subordinates supervisors, business

customers and/or functional peer group managers.
Works with technical and business client management to identify complex
requirements and processes. (E.g. software, hardware, technologies and tools, etc.).
Identify appropriate data sources and prepares charts, tables and diagrams to
assist in analyzing problems.
Interacts with senior personnel on significant process integration points,
frequently requiring coordination across organizational lines.
Self-starter that is able to achieve results under limited direction to determine and
develop approach for problem resolutions.
Provides innovative and practical resolutions to an extensive range of complicated
problems.
Prepares logic flow charting in support of service and process design
documentation.
Performs related duties as assigned or requested.
Identifies process gaps and recommends process improvements across project
teams and delivery services by challenging status quo, fostering innovative thinking
and engaging key stakeholders.
Good understanding on service operations process and implementation.
Very good with governance , client reviews and service improvement plans
Improving the profitability of the projects through resource optimization and other best
practices.
MIS report/SLA report and SIP report and adherences to meet the committed timelines
on regular basis.
Defining escalation / response / resolution time for reported problems on the basis of
criticality, resolving support and operational issues.
Accordingly customizing the customers need and consulting with the technical team to
provide solutions as per the delivery schedules.
Creating framework for speedy resolution of end user issues to facilitate quick resolution
of escalated issues.
Identifying training needs for the internal resources .
Identifying gaps and proposing the implementation of modification/improvement in
KRA/KPI.
Participate in monthly progress call with clients and account teams to ensure resolution
are provided in line with the change management schedule and incident requirement of
the clients.