- Solid record of success in managing customer satisfaction in an IT Services environment that includes end user desktop support. Transition Management experience is nice to have.

Skills :

- Analysis & Problem Solving, Planning/Organizing/Work Management, Quality Orientation / Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination / Management, Strong oral and written communications, Ability to effectively communicate and collaborate with several levels of the customers organization

- Understand & prepare queries on solution, scope, SLA and RLS etc. after completely understanding SOW document.

- Prepare and publish requirement register as per technology stack & asset landscape

- Build account/customer specific governance plan to track the operations

- Proactively Manage Risks by identification, Documentation & Notification proposed mitigation Manage Risks (People / Process / Technology Solution)

- Complete technical Screening (Internal & External) for BAU fitment

- Verify Access to Infra & Systems, Backup Coverage and Monitoring Coverage. Ensure all members of BAU team are having access as per RBAC on the in-scope devices.

- Ensure any documentation defined as a contractual deliverable is prepared and signed off with all the required stakeholders within the required timelines

- Articulate Mitigation Plan for Identified risks to Transition and Go Live readiness & also acquire the customer sign off on the same

- Perform ticket analysis to identify repetitive tickets, projection, trends & priority. Identify top call contributors

- Complete ownership BAU Delivery governance to achieve SLA and timely ticket resolution and proper updates

- Hands-on involvement in BAU operation should there be a delay in BAU SME onboarding or until the completion of their onboarding

Leadership :

- Position requires strong leadership to mentor a team of decentralized 2nd level desktop / networking support technicians.

- Ownership of customer satisfaction across numerous sites and levels of management also required.

- Previous leadership experience in an end user services environment is preferred with the ability to lead teams of contractors for network/server/storage infrastructure projects.

- Experience in this area is not required but a familiarity with it is preferred.

- Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.

- Participating in an on-call shift is also part of the job. Some travel may be required to help other sites and attend calls at customer locations.