General Manager - Infrastructure Management/IT Managed Services - BPO

JOB DESCRIPTION

ROLE : Delivery Project Executive

DESIGNATION : General Manager, Operations

NO. OF POSITIONS : 1

LOCATION : Bangalore

YEARS OF EXPERIENCE :

10+ years- experience in Infrastructure Management or IT managed services

QUALIFICATIONS : Graduate in Engineering or similar

KEY RESPONSIBILITIES:

- Management of all staff deployed from Concentrix for the Texas Instruments process

- Communicate with the Project Manager based in Dallas

- Address all issues highlighted on a day to day basis

- Attendance - weekly, daily and monthly

- Monitor weekly Early Warning Signals on Attrition

- Ensure seamless running and handover of shifts

- Compliance management

- Communication to all stakeholders

- Compliance management of the SOW and tie to the KPI of the engineers

- Shift roster adherence for the shift(s) for the domains that the supplier is servicing

- Manage personnel leave plans and provide backup resources to ensure adequate functional domain ( UNIX, Windows, Data Protection, Database Administration, Storage, Patrol) coverage per the SLA

- Resource & Transition Management, proactively communicate on resource changes to the team

- Ability to Conduct Training Plans

- Advanced knowledge on MS Office and analytical tools

- Conduct Monthly TI Management Program Reviews (Review of Ticket Statistics and Recommend Continuous Improvement / Corrective Action tasks)

- Adhere to TI Standards, Processes, and Practices

- Create, and maintain, Business Process & Procedural Documentation for all activities managed by the IT Support Services Team, per TI Specifications.

- Suggest continuous improvement changes to existing Business Process / Procedure & Checklists

- Conduct bi-annual process audits and reviews of each Business Process / Procedure & Checklists

STRATEGIC INPUTS / SKILLS REQUIRED

- Good working knowledge of working in a IT Managed Services Environment

- Predominantly exposure to UNIX preferred

- Should be able to change strategy in conjunction with Project Manager based in Texas

- Delays on crucial issues - CMARs, Server builds, customer end pending issues

a) Errors - high impact errors as well as low tech errors

b) Posturing - any issues that need intervention from stake holders

- Be present on weekly reviews to articulate and mirror apprehensions raised by TI internal stakeholders

- Help relay a recovery plan or articulate standpoint on all delivery points for more details call at 09818200590