IGT Solutions
Location
Gurgaon | India
Job description
Job Title: General Manager - Service Delivery (Only Immediate Joiners)
*IGT Technologies Inc. *IGT is a leading global pure-play Travel Technology organization, providing integrated services and solutions to travel corporations worldwide in the areas of Information Technology (IT), Business Process Management (BPM) and Digital Services & Solutions. IGT's service offerings cover the entire business operations & technology spectrum of the travel and hospitality domain. We employ more than 13,000 professionals across its businesses & delivery centers. IGT is an ISO 27001:2013, PCI DSS 3.2.1 for both IT & BPO vertical and IT vertical is CMMI Level 5 certified. The Organization follows Six Sigma process aimed towards zero defect solutions & process improvements. Job description Position: General Manager - Service Delivery (Only Immediate Joiners) Location: Gurugram Job Description for General Manager Service Delivery - IT Primary Competencies Focus on the delivery of the customer’s solutions by planning, organizing, leading, controlling. This position requires a positive, hands-on team-oriented leadership style. Overall experience should be at least 14+ years in the IT service industry Acting as Lead Technical Service delivery Manager for the organization ITIL & ITSM certification is good to have Keen on Continuous Service Improvements, related to IT Service Delivery Call centre experience is a must At least 7 years or higher experience working as IT Manager/Sr IT Manager 4- 6years of supervisory or lead experience Knowledge and experience on Network performance, data/connectivity degradation, system events and alerts (Telco, ISP) Extensive knowledge on Networking Principles (LAN/WAN, OSI Layer, TCP/IP and other networking protocols) Experience with service ticketing/tracking systems (ServiceNow preferred) Experience with Remote Control/Remote Assistance tools Experience with Knowledge Management systems Experience with Contact Center technologies ( Avaya Communications Manager, Cisco ) Provide coordination across all core team members and departments to operate effective & desired operations Incident handling and management. Assess and diagnose escalated problems. Preparing and implementation of day-to-day Plan of Action to run smooth IT operations. Testing, Migration of new processes, Ramp-Ups, Capacity Provisioning and Troubleshooting. Review and initiate measures for automating/streamlining internal processes. Ensuring compliance with regulatory & IGT Security policy. Coordinate and support operative deployment tasks. Act as a Single Point of Contact for assigned projects to ensure all infrastructures is deployed according to the standards. Communicate and stay in touch with the various Service Management deployment And Voice engineering teams and give support where required. Self-coordinate activities and provide a transparent overview of performed and upcoming activities. Provide reports, risk lists, open issues/task and financial overview where required. Effective client Communication & provide timely Updates Excellent verbal and written English communication is a must Interpersonal and customer service skill is required Other Competencies Mid to Expert Level in MS Excel & PowerPoint is a must Able to take quick decision & deliver keeping business interest in mind End to End IT Assets Lifecycle Understanding Able to manage Global team & customer Coordinate with internal teams time to time or on need basis Able to present a weekly, monthly dashboard showing KPIs, performance & other relevant parameters ISO, PCI, GDPR & Philippines DPA compliance awareness Cross-functional / Borders coordination skill IT Financials (Capex, Opex) understanding & expertise is expected to manage department financials along with the existing team. Able to manage high-pressure situations It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.Job tags
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