This position is based out of Mumbai to handle the Service Delivery for a leading Franch Telecom company
Responsibilities
- Manage the Program P&L and cost of delivery
- Minimum of 8+ years experience managing a technical support team.
- In depth knowledge of PABX’s IP Telephony environment & applications of contact centers solutions, Windows OS.
- Familiarity with systems functionality and business continuity.
- Experience of using a call logging system(Remedy/HPSD/Clarify)
- Experience of working to defined service level commitments
- In depth Knowledge & exposure on ITIL framework & ITSM best practices
- Experience of driving Escalation Management
- Effective in Program Management
- Single point of contact for customer for any escalation, communication.
- Driving Service Improvement Program
- Management Review with internal & external customers.
- Demonstrate Service Level Management.
Skill Profile
- Excellent interpersonal skills
- Good oral/written communication skills
- Good person management skills
- Good team management skills
- Business awareness
- Strong Customer Focus
- Should have Convincing skill
- Ability to work under pressure.
- Adaptability & responsiveness to department
- Excellent in driving the team, passionate of bringing new changes,practices to take the delivery/project to next level
if this intrest you kindly forward you profile to sandya@crystalconsultants.in
