Mphasis
Location
Mangalore | India
Job description
Job Description
Job Summary -
Supervise and review service desk activities.
Review and ensure compliance to standards like GSD, PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams.
Place hiring request and conducting interviews.
Work with HR and support groups to improve employee retention and satisfaction.
Conduct reviews on key performance indicators and provide feedback.
Root cause analysis of escalation and SLA misses.
Attend change meetings and manage change communication to production teams.
Performance appraisal and normalization
Years of experience needed - 10+ with 4 years in Leadership role.
Technical Skills:
. Client Technical Service Awareness - Advance
. Ticketing Tool - Intermediate
. MS Office - Advance
. Networking concepts - Intermediate
. Client Process Knowledge - Intermediate
. DMAIC Methodology - Advance
. Client Business Awareness - Advance
. Analytical skills - Expert
. Operations Management - Advance
. Client Business relationship Management - Advance
. SLA Management - Advance
. Financial understanding of the Business - Beginner
. Effective Business Communication - Expert
. Decision Making Skills - Expert
. Measuring Performance/Performance Management Skills - Advance
. Coaching for Success - Advance
. Motivating Others - Advance
. Business Acumen - Beginner
. Growing the Business - Beginner
. Championing Change - Intermediate
. Identify and Build Talent - Beginner
. Develop Others - Beginner
. Conflict Management Skills - Advance
. Patience - Advance
. Managing Stress - Advance
. Positive attitude to change - Advance
. Attitude to feedback/willing to learn - Advance
. Relating to Others - Expert
. Influencing Others - Expert
. Team Player - Expert
. Insight into the Customer's Mindset - Expert
. Solution Based Approach - Expert
. Follow Through - Expert
. Personal Credibility - Advance
. Self-Development - Advance
. Result Focus - Advance
. Drive to Win - Advance
. Establishing Focus - Advance
. Recognize Efforts - Advance
. Approachability - Advance
. Dealing with Fairness - Advance
. Fostering Team Work - Advance
. Organization Agility - Beginner
. Managerial Courage - Intermediate
. Challenging Status Quo - Intermediate
. Intelligent Risk-taking - Intermediate
. Create a Learning Culture - Beginner
. Channeling Innovation - Beginner
Certifications Needed:
. ITIL certified
About Mphasis
Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis' Service Transformation approach helps 'shrink the core' through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis' core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.
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