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Manager - IT- Operations

Manager, IT Operations

Function: Digital
Delhi, India


With a startup spirit and 80,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

 

Inviting applications for the role of Manager, IT Operations


In this role you will be responsible for managing Wintel L1/l2 teams.

Your prime area of focus will be Daily Q monitoring, and work allocation & Leading the team in driving to achieve SLA and End user experience.

 

You will be expected to have excellent communication skills & good understanding about windows Active Director user management/Security group management, access level management.

 
Responsibilities:
  • Ensure Monitoring tools are monitoring, and alerts are actioned upon
  • Work closely with Wintel L3 teams for service improvement, if required training requirements
  • Drive Compute’s KPI’s in accordance with ITIL metrics.
  • Single user Inc/problem/Change/Capacity & performance mgmt.
  • Work with CRM team for IT catalogs for new/existing workflow mgmt..
  • Manage weekly reviews with the teams and understand the challenges.
  • Needs to manage relationship and resolve dispute if any between internal and partner stakeholders
  • Bring Industry best practices to ensure operational stability 
  • Drive Service improvement projects across in partnership with internal and partner teams
  • Explore opportunities to optimize and ensure we are in line with business requirements
  • Responsible for Ticket reduction with optimization by using script and bots
 
Qualifications:

Minimum Qualification:
  • Candidate with rich years of experience and good understanding of compute Wintel vertical and people management
  • Expertise on Escalation handling and drive performance Metrics
  • Exposure to Dashboard presentations and meeting the SLA
  • Good interpersonal skill to work cross functional teams and vendors in the best interest of the business
  • Basic Knowledge & User experience approach to drive operations & automation opportunities
  • Experience in handling business expectations and drive CSAT
  • Excellent in driving efficiencies across the teams and align with company’s strategy
Preferred qualification:
  • Certification in Microsoft technologies
 
 

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.comFollow us on Twitter, Facebook, LinkedIn, and YouTube.


Job: Manager

Job ID: COR014100

Primary Location: India - Gurgaon

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Dec 2, 2019

Master Skills List: Digital

Job Category: Full Time