Role Information - JL 5B / Operations Manager Role Designation: Operations Manager Purpose of the Role : Prepares the service quality plan, manages team, ensures process compliance, resolution of escalations, knowledge management compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview and within guidelines, policies and norms of Infosys. - Process &amp; SLA Compliance - Operations - Resource Planning &amp; Optimization, manpower training &amp; Work Allocation - Process Re-engineering &amp; Business Transformation Educational Qualification :&nbsp; Graduate / Engineering or Technical Qualification Preferred Language Proficiency :&nbsp; Fluent in spoken and written English. Able to converse and provide technical support in English. Minimum Experience :&nbsp; -8 plus years. With experience in handling helpdesk / service desk operations. ITIL Certification/Training would be a value add Areas of Responsibility :&nbsp; 1. Transition Coordination - Process definition &amp; documentation, SOW/Metric determination, Process Training &amp; Certification 2. Operations - Resource Planning, manpower training 3. Quality Planning (QC / QA) - comprehensive quality program for engagement 4. Performance Planning 5. Talent Management 6. SLA Compliance - Typical Service Desk Metrics/SLAs along with Telephony/Chat metrics/SLAs 7. Process Compliance 8. Customer Interaction 9. Work Allocation 10. Governance Compliance 11. Knowledge Management 12. Process Re-engineering 13. Resource optimization 14. C Sat Process 15. Audits and Compliance Required Skill set : - Support process owner to drive improvement plan at the engagement level; analyze, provide feedback and drive corrective and preventive actions in the engagement IN ORDER TO ensure that the overall health of the engagement is improved - Prepares the service quality plan including the quality control, assurance and improvement at his / her process level IN ORDER TO create a comprehensive quality program for a specific process - Participates as a part of the transition team to prepare the process definition &amp; documentation for the specific process within his/her purview and co-ordinates training for the team IN ORDER TO ensure right skilling - Interface with customer for issue resolution, providing status update and building customer confidence in the team's ability to deliver IN ORDER TO ensure high customer satisfaction - Support in the resolution of escalations/complaints and interface with customer to clarify issues IN ORDER TO ensure issues are fixed in a timely manner and with adherence to SLA - Ensures that there is no billable loss, no credit / penalties from the client and zero revenue leakage - Creates comprehensive reports / innovate dashboards tailored to client needs to provide meaningful insights and suggest approaches to problem solving and resolutions IN ORDER TO add value to the business - Monitors / ensures process compliance and periodically update SOP changes as required as a part of the quality plan IN ORDER TO ensure adherence to the process steps Ensures compliance to the KM system for the specific process and documents exceptions and artifacts such as case studies, best practices etc IN ORDER TO capture and maintain tacit knowledge Minimum Technical Knowledge Required : 1. Platform: Windows, Linux 2. Tools: Ticketing tools - common ones including Service Now, BMC Remedy, etc, Remote Access Tools 3. Help Desk personnel minimum qualifications: - Understanding of common computer hardware - Understanding of common technical terminology - Intermediate Microsoft Office skills (Word, Outlook, Excel, PowerPoint, Access) - Basic Operating System knowledge (Apple and Windows 7,8 and 10) - Knowledge of various mobile devices (Apple, Android, Windows) - Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools - Ability to validate, whet and also contribute to the knowledge base with appropriate knowledge artifacts - Identify opportunities for automation, operational excellence and best practice sharing Other Requirement: Willingness to work in rotational shifts

Bangalore

Infosys BPO - Operations Manager - Technical Service Desk 

Job Description for Infosys BPO - Operations Manager - Technical Service Desk  in Infosys BPM Limited in  Bangalore for (8-12) years of experience. Apply Now!