Service Desk Manager Job in Wipro at Other
- Wipro
- 5 to 9 Yrs
- Other Maharashtra
- 1 year ago
- Email to a friend
- Report this job
Job Description
- Role purpose: The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services Main responsibilities: Performance of a single delivery center. Adherence to standards, measurement and reporting of metrics. Overall responsibility for processes, escalations, knowledge management within the DC New transitions and integration with the current teams. Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions. Operations reporting and governance meetings. Major activities: Manages all activities in the Delivery center Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management) Ensures process changes are implemented Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs. Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads. Reviews escalations and implements corrective and preventive actions on DC level Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP) Supervises performance of the team and is responsible for their qualification Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC),
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Service Desk Manager Job in Wipro at OtherContact Details:
Company: WiproLocation(s): Other Maharashtra
Keyskills: Service Desk Management Service Levels Knowledge Management Process Management Escalation Management Resource Management Service Improvement Continuous Improvement
Similar positions
Wipro
Precision Automation & Robotics India Private Limited (PARI), headquartered in Pune, India was founded in 1990 by Mangesh Kale and Ranjit Date who had the knowledge and experience to understand the manufacturing industrys needs. The organization is amongst the largest global automatio...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in