Shift Lead

Shift Lead

Navi Mumbai
2-6 years
Not Specified

Job Description

Shift Lead


Ticket queue management


• Real time and Proactive Monitoring of Voice / Email / Chat Queue. Awareness of Voice / Email / Chat Desk Parameters used in Service Desk.
• Identify / Highlight, Coordinate, Track and Manage Major Outages, Follow up with L2 / L3 Resolution Support team/ Field Teams till Incident Closure. Inform Customer Stake Holders on the Progress of Incidents.
• Excellent Understanding and Practical knowledge ITIL Processes like Incident Management / Problem Management / Change Management flow of ticket management for Service Desk
• Should have Worked in an environment involving SLA, Metrics and KPI etc. based on ITIL Framework.
• Ensure IT Related Checklist are conducted as per Schedule and Reporting Activity thereafter.
Team management
• Understand Planning and Roster scheduling to meet SLAs and Checking for Basic Adherence
• Motivate and encourage agents through positive communication and feedback
• Handle Escalation Calls and ensure the Escalation Matrix is used to resolve the ticket.
• Attendance Tracking and Reporting, Capacity Management, Rea time Adherence
• Conducting Reviews and Process / Quality Coaching Sessions
• Review of Operational Reports and taking Necessary Actions on deviation
• Ensure compliance to Client requirements in Project Plans and performance
• Adhere to Information Security Policies defined by the Company.
Report & MIS
• Data analysis and reporting as per Agreement.
• Review & improvise process-training inputs based on agent performance & program requirements.
• Ensuring productivity to get optimum results for client satisfaction and the organization.
• Providing customer support through tools deployed for the Program.
• 16/7 support window Reporting and Ensuring Shift Handover reports End of Day / Start of Day.


Expected Skills/Experience

• Total 6 years of Work Experience and Minimum 2 years as an Shift Lead ( Designation as per Company)
• Technical Abilities related to telecomm
- Knowledge of IT infrastructure and associated Operational Management services
- Processes in delivering services
- Able to understand the customer needs and project requirements
• Experience in leading at multiple large Programs for : Integrated IT Projects including Rollout, Infrastructure integration
• Proficiency in Service Management: Service Management.


Qualification
Full time Bachelors Graduate

Additional Qualification / Skills
ITIL V3 Certified (Preference)


Personal Attributes
1. Leadership and Team Management Skills
2. Excellent Understanding of Customer Services and Focused on Work. Able to Balance Work and Life.
3. Good Attitude and Customer Sensitive. Good in Prioritization and Maintains High-level of Integrity.
4. Good Reporting and Root cause Analysis and Presentation Skills
5. Technology Savvy
6. Proactive with good Aptitude levels

Region: West / Navi Mumbai
Location: Ghansoli / Navi Mumbai


Expected Joining Date
30 days or Earlier ( Negotiable on case to case Basis)


Working hours
• Willing to work in a 16*7 environment
• Rotational shifts/6 Days a week
• Female: (7am – 8 pm) & Male: (7 am – 11 pm)

About

We are the first PCMM Level 5 and SEI CMM Level 5 certified IT Services Company globally. We provide comprehensive IT solutions and services, including systems integration, information systems outsourcing, package implementation, software application development and maintenance, and research and development services to corporations globally. Wipro is the first organization outside the USA to receive the IEEE Software Process Award and the first services company to embrace Six Sigma, lean manufacturing and factory model concepts to software engineering.

In the Indian market, we are a leader in providing IT solutions and services for the corporate segment in India offering system integration, network integration, software solutions and IT services. In the Asia Pacific and Middle East markets, we provide IT solutions and services for global corporations. We also have a profitable presence in the niche market segments of consumer products and lighting.

Our ADSs are listed on the New York Stock Exchange, and our equity shares are listed in India on the Bombay Stock Exchange, and the National Stock Exchange. For more information, please visit our websites at www.wipro.com and www.wipro.co.in

Wipro Technologies is a global provider of consulting, IT Services, and outsourced R&D, infrastructure outsourcing and business process services. We deliver technology-driven business solutions that meet the strategic objectives of Global 2000 customers. With over 25 years in the Information Technology business, Wipro is the largest outsourced R & D Services provider and one of the pioneers in the remote delivery of services.

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