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Hiring for Project Manager in Bengaluru/Bangalore, for Exp. 7 - 10 yrs at CMS IT SERVICES PRIVATE LI (Job in Kolkata)

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Job Description:Role Purpose To ensure delivering committed services, service levels, operational efficiencies, streamlining operations to one or two CMS customers and achieving higher level of customer satisfaction. Key Deliverables The Project Manager will be responsible for leading and managing the team responsible for delivery of Technical support services. He / She will ensure that the assigned teams to the various clients site deliver the performance of services as agreed in the contract and meet/exceed the committed SLA which includes customer satisfaction. Lead a team of onsite engineers and act as single point of contact for the service delivery in the area such as given below but not limited to: o Server Support & amp amp Administration, (midrange & amp amp mainframe),IT Security Administration, Storage Management, Database Administration, Production Control, Console Operations / Computer Operations Transition and Manage new services, projects and Initiatives. Attend client service review meetings with key focuses on SLA performance reports and service improvement recommendations. Ensure client expectations are met/exceeded with quality and profitable services performed to the agreed SLA. Provide reports according to an agreed schedule. Ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery. Provide leadership to the team delivering the services so as to maintain high staff morale. Responsible for productivity, profitability, work environment, safety and operational compliance. It is measured through various reporting methods. Provides procedural guidance to ensure field support & amp amp service desk associates to comply with policies and procedures, safety, and ordinances. Also comply with company policies and procedures as outlined in the Human Resources and Operations Manuals and ensures training completions are maintained. Focus on customer needs, and drive the field support & amp amp service desk team performance with the highest degree of integrity and trust. Must be approachable by both customers and team members. Carry out supervisory responsibilities in accordance with the organization' s policies and applicable laws, means adherence and compliance to company Security and Quality policies. Responsibilities include planning, assigning, and directing work appraising performance rewarding and disciplining associates addressing complaints and resolving problems. Performance management (Appraisals, CRRs, and Reward) and Career plan (Role change) of team Adept in Escalation handling and should be able to Manage customers/teams escalations and ensure logical closure. Ensure vendor management and professional relationship is maintained Adherence and compliance to company Security and Quality policies Responsible for development and maintenance of the catalog of existing INFRA services Responsible for the maintenance of appropriate SLM processes to include the implementation of SLAs and OLAs with supporting underpinning contracts (UCs) Responsible for co-ordination across INFRA capabilities Responsible for identifying SLM process metrics (KPIs) and management reporting activities Responsible for generating and assessing reports regarding SLM process metrics (KPIs) Responsible for the review of individual capabilities & amp amp processes within SLM to include SLAs and OLAs. Responsible for implementing appropriate service level improvement programs (SIPs) Responsible for attending the Change Advisory Board (CAB) or CAB/Emergency Change (CAB/EC) meetings Accountable for management reporting to include providing metrics and report findings to Service Delivery Executive & amp amp Senior Management. Required Profile 7 years of IT Service management Must be a Graduate in Engineering / Science / Diploma in Computers Preferably certified in Project Management/PMI/ITIL foundation (Must be ITIL trained) Preferably with two of the given certification - MCP, MCSA, CCNA, Unix/Linux/Storage system administration certification. Must have knowledge of technical terminology used for the business processes. Must have good communication skills, (active listening skills) Must be customer-focused Must work in a professional manner Must be able to deal with stress Must be able to work alone and in teams Must have a empathy with users (at the client site) Must be diplomatic and must have interpersonal skills Must be able to understand the businesss objectives Must be able to understand and accept that the Customers issues affects the business and that without the Customer there is no support department Must have sufficient writing skills (English), have sufficient phone techniques (English) Able to connect and relate to people Able to manage complex workloads, meet deadlines Team-oriented, Customer-focussed, highly motivated and able to work in a pressurized environment Strong interpersonal and communication skills able to communicate issues effectively and concisely to varied audiences both verbally and in writing Good problem solving skills


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Posted on: Thursday, 30 March, 2017  08:55
Expires On: Saturday, 19 September, 2020  18:30

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