Job Description

With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world\xe2\x80\x99s biggest brands\xe2\x80\x94and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We\xe2\x80\x99re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we\xe2\x80\x99re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Consultant - IT EUC Manager

Responsibilities

Establish Ops review structure to capture pulse of operations covering End User Experience, SLA performance, Ageing tickets, Re-open cases, VOC\xe2\x80\x99s, Tickets Hygiene, IT Onboarding and Offboarding.

Conduct various scheduled Operations reviews, own, and sign off P4 INC & SR performance.

Manage business escalations and demonstrate strong customer centricity skills while managing them.

Work closely with Operations teams to identify improvement areas and initiate \xe2\x80\x9cService Improvement Plans\xe2\x80\x9d in targeted areas for quantified improvements in stipulated time.

Establish documentation and procedural standards for Onsite Services.

Strong analytical skills to analyze ticket dumps and other available data and draw inferences to improve operations.

Strong understanding of ITSM ticketing tool (preferred ServiceNow). Provide feedback from time to time to ensure that ticketing and other self-help tools are configured and functioning properly from the end user point of view.

Work Closely with IT Vendor Governance team to ensure partner is delivering services as agreed SLA

Collaborate and work closely with cross functional teams (IT/Non-IT) to ensure timely delivery to end users and identify areas which can be supported remotely or automated.

Manage relationships with Executive Business stakeholders and cater to their IT needs.

Own the End-to-End IT Onboarding for Executive/VIP New hires.

Leadership Connect.

Participate in IT project activities and drive innovative technology rollout Workforce Management and Engagement.

Manage a dedicated team of technical resources providing deskside services, Data Centre/Hub Rooms, and Telecom services. (Desktops, Laptops, Thin Clients, Print/Scan Devices, Desk phones, Hands and Feet Support to Data Centers and Hub Rooms)

Keep tab on availability and quality of resources. Early Warning Signs, Attrition & timely Replacements

Regularly evaluate training needs and get them organized

Strong Interpersonal skills to drive the team & keep them motivated

Acts as an expert in deriving business improvement opportunities with global Impact.

Lead development of existing processes, procedures, and methods to promote effective business and systems operations through standardization, improvement, simplification, and discontinuance.

Ensure proper support to end users for warranty cases/cases in their scope.

Regularly review their performance, share feedback and improvement areas with them.

Escalate Operational challenges if any.

Address their queries/concerns with Genpact if any like payment issues or user issues etc.

Liaison with them for testing of new models being introduced by them which are relevant to Genpact standards and follow up for expediting the deliveries in case of urgent requirements.

Contractor ID Management. (Extension, BGV Updating, Exits/Deletion for aligned team members)

Approve Service Requests on Ticketing tools.

Track AMC Contracts and initiate renewals timely. Finalize Scope for new AMC\xe2\x80\x99s/Renewals.

Work with Capacity planning team on detailing of budgeting/OP Plan for a consecutive year.

Ensure adequate buffer/Stock availability in liaison with other stakeholders for smooth operations.

Qualifications we seek in you!

Minimum Qualifications

B. Tech or equivalent degree with relevant and proven experience in managing large end user setups in ITES/BPO Industry.

ITIL Version 3 or 4 foundation Certified.

Strong domain knowledge and technical orientation.

Customer service and problem-solving attitude.

Preferred Qualifications/ Skills

Excellent written and verbal communication skills.

Should be able to deliver on tight timelines

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 . Follow us on , , , and .

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a \'starter kit,\' paying to apply, or purchasing equipment or training.

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