ProVal Technologies - Account Manager/Service Lead

Job Roles/ Responsibilities :

- Responsible for service delivery. This includes operations management, interaction with clients and team, planning, strategy & implementation.

- Work to mitigate the impact of service failures and improve quality. Ensure the day to day operational delivery and efficient resolution by the technical team's works towards achieving cost and SLA objectives.

Operations Process Management Support Knowledge Management initiative, Ensuring 100 % maintenance of SOPs in Knowledge repository

Prepare and own the Client and Internal Communications and Escalation Plans.

- Ensure adherence to the agreed Communications and Escalation Plan

- Accountable for the identification and tracking, within the delivery teams, of incidents to resolution. Initiating any necessary escalations in line with agreed processes & models.

- Provide input into bids, due diligence and transition planning for new contracts.

- Ensure OLA- s, SLA's are in alignment with and capable of delivering services within contracted timeframes.

Prepare, implement and enforce formal models internally and with the client to effectively manage the contract(s)

- Addressing team issues, proactively tackle problems that arise in the team and resolve them to ensure there is no negative impact on productivity and delivery of Projects.

- Responsible to ensure project needs are timely identified and communicated ie (New Hires, Infra needs etc.)

- Should be well versed with Tools and software setups and process engineering.

- Ability to lead a project right from its inception

Skill / Competency :

- Good written/ verbal communication skills

- Strong Analytical skills.

- Leadership skills, Preferred - minimum 2 year prior experience as Team Lead

- Process orientation with capability to develop and monitor continuous improvement plans.

- Having Experience on Windows Administration

- Quick Learner, energetic & self-starter, detail oriented with the ability to meet deadlines

- Should be flexible with 24/7 work environment. Experience of handling 24 X 7 SLA based global support operations.

Qualification and Experience :

- Graduate in any stream, preferably having technical certifications.

- Should have experience of 2-3 years in managing a team with and overall 5-6 yrs.