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Manager - IT- Operations

Keywords / Skills : Manager, IT, Operations, Application , Implementing IT infrastructure, SLA, IT operational metrics

0 - 0 years
Posted: 2019-09-05

Industry
ITES/BPO
Function
IT
Role
VP/ Head - Technology (IT)
Posted On
5th Sep 2019
Job Ref code
COR013060
Job Description
Job Description :

In this role you will be responsible for Implementing IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security thus document process controls, step by step procedures, key input-output information for all activities & Explore opportunities to reduce the IT operational costs working with business and corporate teams.
Manage Relationship with Client, Business team, Biz IT organization, corporate team and other stakeholders
Ensure all the customer escalations/issues are proactively identified, addressed and closed with documentation
Regular reviews for Client and Corporate initiatives / projects / IT implementations across towers including applications, products etc.
Drive IT Governance meeting with client IT, business teams
Ensure Zero Major Incidents due to hygiene issues for the account/s
Report out performance metrics, dashboards, monthly updates and issue progress to Internal and Client, Business and IT leaders as and when required
To enable the conduct of Infosec compliance audits across all account/s
Ensure 100% SOW compliance for all accounts in account
Ensure all SLA metrics are met as per agreed SLA norms
Actively participate in NC closure / Risk mitigation
Ensure effective Business Continuity Planning & delivery
Proactive communication on all the ongoing efforts as well as risk & mitigation plans required. All the efforts, approvals & communications have been documented
Partner with internal Audit teams to help enhance processes, systems and teams to deliver an outstanding customer experience by conducting deep dive analysis, identifying issues & fix it with a sustainable solution
Graduate, preferred in IT stream
Expertise in IT with one of IT infrastructure domain with proven experience must have been in IT Operations and dealing with international stakeholders
Experience in driving IT operational metrics, planning and conducting client and internal businesses IT operational governance and tracking action items to closure.
Sound understanding of converting client and biz requirements and deliver with the help of team and vendor organization
Ability to interact with technical and business, executive leadership and operational staff and act as a Thought Partner
Ability to communicate clearly and concisely, both orally and in writing
Strong negotiation and analytical skills with experience in using Excel and PowerPoint
Flexible to accommodate time-zones as to meet the client demands, clients being geographically dispersed
Excellent interpersonal and communication skills
Ability to work both independently and in various team settings
Ability to work under pressure with a strong sense of setting priorities
Preferred qualifications (Desired Experience):

Knowledge in Voice domain would be an added advantage
Knowledge in Application area would be an added advantage

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit (https://www.youtube.com/user/GenpactLtd) .



About Company

Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes primarily for Global Fortune 500 companies. We think with design, dream in digital, and solve problems with data and analytics. Combining our expertise in end-to-end operations and our AI-based platform, Genpact Cora, we focus on the details – all 87,000+ of us.
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