Mphasis
Location
India | India
Job description
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 Customers 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
Job tags
Salary
