Team lead

Experience – 6-10 years

Budget – 6-8 LPA

Account – Kotak

Location – Goregaon

Skill – Desktop support Site Incharge/TL

JD – below

Roles and Responsibility

To ensure that service norms committed to the customer are met To ensure implementation and maintenance of Quality Management Systems in the respective accounts. To prepare Action plan for all Complaints received and drive till closure along with PM To review Action plan with Customer before execution To undertake SIP and run till successful implementation Ensure customer satisfaction by responding to the escalations regarding services offered Review performance with the customer periodically during on-going phase Ensuring smooth operations for all systems across the IT teams Improving on team performance by improving on the SLAs delivered Maintain SLA doc for all the activities performed by the team, collect performance data, analyze, and publish To ensure implementation of processes for all services covered in the contract To escalate the quality issues beyond control to defined escalation point as the case may be Conduct weekly review with team, identify gaps and take corrective action To conduct final audits for all services Responsible to achieve uptime commitment as defined in SLA Monthly meeting with the Customer, analyze data & present reports Ensure that all NCRs /corrective actions identified in internal and external audits To identify training needs for all the engineers working in the accounts handled Responsible to achieve uptime commitment as defined in SLA Defining and maintaining the Standard Operating procedures Preparing and analyzing reports and sharing the same with customers and team Members Escalation of site related issues to the Program Manager e.g., Absence of key members of team, indiscipline, Problems with customer setup proactively To allocate/jobs to the team at site Monthly system release calendar to be maintained and shared with the COPS users Ensure the MIS reports in the defined format are shared with all stakeholders as per defined frequency Share KPIs tracked on mail and improved with status on quarterly basis at operation manager level with customer.

Contact Detail:

Suman.sharma@

hrdhelpdesk1@