Location
Secunderabad | India
Job description
The VP of Service Delivery India will be the Site leader for the India region and will also directly lead the Data Intensity 24x7 Global Operations Center (GOC). This role is accountable for defining the strategy, content, and execution of the Academy Development program whose sole purpose is to grow and provide talent for the Global Operations organization. As well as ensuring 24/7 coverage of Level 1 resources to manage all customer-related tickets through ServiceNow, Calls, and email in line with ITIL disciplines, KPIs and SLAs. This position is also responsible for driving Shift Left initiatives through regular reporting analysis leveraging the use of Standard SOPs, Tools, processes, and automation. This position entails a wide variety of tasks and crosses multiple technical disciplines. Will work closely with other delivery leaders and directly with customers.
Together With
- Develop, build, and implement a highly versatile Academy training program, with clear measures, milestones, competencies, and career pathing which will grow young talent into highly skilled multi-talented resources for the business.
- Create a culture magnet within the India organization that instills the right behaviors, reduces attrition, and creates a great place to work environment.
- Provides overall coordination and oversight of activities within the global operations team across all platforms; including but not limited to:
- All calls are answered in a timely manner and in the right way.
- Ensure tasks are balanced across the shift resources and are being handled efficiently and in the correct order. This includes Incident Management, scheduled change requests, and request fulfillment.
- Act as an escalation path for customer issues and make determinations on escalating further to teams and/or managers within Data Intensity.
- You will own the delivery and outcome of the incident response/resolution, so strong leadership and a take-charge approach are required.
- Develop and ensure sufficient L1 staffing coverage 24/7, 365.
- Manage an effective Incident and problem management team which will coordinate escalated Priority incidents. Provide timely communications to the Business and root Cause Analysis /reason for Outage (RFOs) to our customers. As well as day-to-day oversight of tickets, analyzing reports, and driving incident volumes through problem management in collaboration with Tier 2 and the tools and automation teams.
- Identify and report on any process improvements that could provide additional efficiencies to the daily operation of the operations teams.
- Work hand in hand with the Tier 2 leadership and the Tools & automation Team to accelerate Shift Left from Tier 2, through Automation, SOPs, and a robust training program.
- Develop standard reports, KPIs, etc to measure success and identify further service efficiencies.
- Ability to work independently, while maintaining a high degree of quality and quantity work output.
- Demonstrate customer service abilities that inspire trust and confidence.
- Perform other related duties as assigned.
- Travel
- This position has little travel. Under 5%.
- Requirements
- Qualifications:
- University Degree is preferable.
- ITIL Practioner qualification is desirable.
- Ability to collaborate, build relationships, and work across the organization in a multi-site matrix operations environment.
In Combination With - Experience creating robust Training programs both soft and technical skills based which will meet the needs of the business and customers.
- Experience in creating Shift patterns ensuring the right skill set, and coverage across each shift to meet customer demand.
- Experience in reporting, analyzing, and identifying high-volume repetitive tickets, utilizing problem management, tools, process, standards, and automation to drive down incident volumes.
- Identifying automation opportunities and collaborating with other teams to drive Shift Left and increase First Line resolution KPIs.
- Experience supporting Oracle RDBMS and applications, Microsoft SQL Server, MySQL, Windows, Unix, or Linux across multiple customers and environments.
- Experience in managing small distributed technical teams. Effective in the delegation, creating & driving high-performance team environments.
- This position is HIGHLY dependent on soft skills. Must be comfortable taking charge and leading discussions and conference calls at all levels and customer-facing. Possess strong presentation, written communication skills, excellent organization, and reporting skills, and demonstrate initiative. Must possess excellent leadership and teamwork qualities.
- Experience in establishing & maintaining highly standardized process environments across diverse geographies & languages. Understanding & experience the role of ITIL within IT is an absolute must.
You Are The Best Candidate If You Have - Ideally 8+ years of experience within a customer-facing IT or technology support role. 4 years minimum IT Service Management experience. Working within a fast-moving and dynamic ITIL-based environment is advantageous.
- 8+ years experience in developing and running a Global Operations Center or equivalent experience.
Our Benefits And Fun - 3 weeks of accrued vacation time per year
- Flexible working schedule
- Competitive Health Benefits
- Employee Recognition Program
Our application procedure Interested in this vacancy Click Apply and send us your resume immediately!
Details - Location: Hyderabad, India
- Position Title: VP of Service Delivery
Job tags
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