Responsibilities:

• Responsible for managing customer expectations from a Managed Services Operation and meeting Service Level Objectives .
• Provide leadership and Manage the team .
• Participate in discussions with Customers and other Stakeholders, understand their requirements and expectations .
• Maintain regular  Interaction with customers, vendors  and other stakeholders to ensure prompt resolution of issues .
• Define/ implement Annual Business KPIs for the team.
• Define Strategy, Optimize Resource Utilization and implement various process improvement initiatives aimed at Enhancing Productivity/ profitability
• Coaching  team members and ensure compliance to various processes/ procedures, operational standards,.
• Work with vendors and support partners  and ensure the support.
• Generate/ update various status reports for the senior leadership team and other stakeholders
• Conduct operations and quality audits for the release upgrade projects and other activities

Desired Skills & Experience:

• Certified Graduate Engineer/MBA/MCA
• Either of ITIL/PMP/PRINCE2 practitioner Certified.
• 10-15 years of experience in IT domain with a System Integration company .
• Knowledge of complete IT setup for an organization including Server/network/Security/applications, preferably Contact Center environment.