Genpact - Senior Manager - IT Operations/Infrastructure

- Driving standardization by implementing and developing technical standards, processes and procedures, in conjunction with rest of the world Floor support.Driving standardization by implementing and developing technical standards, processes and procedures, in conjunction with rest of the world Floor support.

- You area of focus will be driving consistency in common processes across globe and call out defects to drive / update / maintain the life cycle & standardization to have an established, time tested processes to decrease ambiguity, drive quality, productivity and increase employee morale.

- You shall be expected to be strong in Problem Management to gather common business impacting issues, document, drive KB articles, training for better user experience.

Responsibilities:

- Strong orientation to Technology End Point Technologies, Operational prerequisite e.g. Metrics, KPI and associated reporting.

- Wide scope of technical knowledge of the personal computing technology, including hardware technology (Microsoft, HP, IBM, Dell etc.), Windows 10, Mac OS High Sierra, Public Cloud SaaS offerings, software distribution, vulnerability management and automation technologies.

- Establish strong connect with the subject matter expert for EUC Technology, which includes developing and delivering stable and predictable operations.

- Experience in driving a large team, manage the team remotely across geographies and evaluate performance

- Work in liaison with key stakeholders e.g. Service Desk, Enterprise Compute, Transition, Network, Finance and Human Resources, IT Business Partners to establish and support the link between strategic business objectives and people's day-to-day actions.

- Guide and influence successful delivery of service in accordance with service level agreements/contracts/user experience/leadership guidance implementing a process for tracking progression from goal setting, mid-year reviews and end of year evaluations to support individual, team and organizational performance.

- Design, implement and monitor Performance Management to enable employees and teams understanding of the goals of the function and to identify how individual and team outputs contribute to the achievement of the function objectives; specifically through managing the performance cycle to ensure operational alignment and intra-Complex cascading of function goals and Key Performance Indicators across the vertical.

- Regular reviews for Client and Corporate initiatives / projects / IT implementations across towers including applications, products etc.

- Understanding of Ticketing system and associated changes impacting functional operations

- Confirm the project has met Service Delivery and Operations acceptance criteria in relation to People, Processes and Technology prior to inclusion to operations.

- Ensure all the customer complaints/issues are proactively identified, addressed and closed with documentation.

- Contribute to improving customer support by actively responding to queries and handling complaints

- Always practiced proactive communication on all the ongoing efforts as well as risk & mitigation plans required. All the efforts, approvals & communications have been documented.

Qualifications

- B-Tech, MCA or MBA IT from reputed university

- Prior managerial experience including training and mentoring of manager, engineers, partners and vendors.

- Strong Customer Centric and Inter Personal skills to both drive the team also individually able to demonstrate in dealing the customer escalations.

- Solid technical background with an ability to give instructions to a non-technical audience

- Customer-service oriented with a problem-solving attitude

- Excellent written, verbal and communications skills

- Should be able to deliver on Tight timelines and Demonstrate success & achievement orientation.

- Exceptionally high motivational levels and needs to be a self-starter.

- Knowledge and understanding of people management theories/ principles and ability to coach others around best practices.

- Ability to plan, organize, coordinate, multitask and prioritize under pressure with minimal supervision.

- Client and results oriented individual holding - a can-do attitude- .

- Marked ability to influence policy development and relate work to wider operational needs of the business.

- Knowledge Management of various documentation to drive operational efficiency

- Preferred inclination to Digital technologies like Self Healing, IT automation, Chatbot and AI etc.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.