Associate Manager, Global Service Desk

Concentrix; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Concentrix is seeking an Associate Manager for Global Service Desk in Gurgaon to lead a 24/7 US-hour support team and coordinate Azure, GCP, AWS and VDI based services. You will drive delivery, act as SME, and ensure client satisfaction.

Join a dynamic IT operations group delivering telephony, chat, and incident management while mentoring technicians and ensuring SLAs, performance, and training standards.

Qualifications

• Hands-on experience on Azure, GCP and AWS.
• Hands on experience in VDI environment and remote desktop support.
• Experience in Incident and Change management.

Responsibilities

• Manage a team of highly trained Technicians.
• Client /Customer/People Management
• Manage team deliverables as per the guidelines.
• Drive Performance in the team to meet targets.
• Improve training standards/methodology and processes.
• Manage daily team activities and ensure daily operations run smoothly.
• Drive team adherence and manage scheduling.
• Drive Continuous Improvement in the team along with metrics improvement.
• Performance management of the team including career development
• Knowledge management for the floor
• Participated in calibration of Trainers and QAs within the team and trainer teach back sessions.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.

Skills

Azure

GCP

AWS

VDI

Incident management

Change management

Coaching/mentoring

Customer service

Night shifts

Job description

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

Job Title

Associate Manager, Global Service Desk

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

Summary

Provides Support for Azure and Google VDI platforms, as well as the Genesys Cloud ACD/Routing platform and the related integration and connectivity between the CCaaS platform and network systems.

Key Responsibilities

• Manage a team of highly trained Technicians.
• Client /Customer/People Management
• Manage team deliverables as per the guidelines.
• Drive Performance in the team to meet targets.
• Improve training standards/methodology and processes.
• Manage daily team activities and ensure daily operations run smoothly.
• Drive team adherence and manage scheduling.
• Drive Continuous Improvement in the team along with metrics improvement.
• Performance management of the team including career development
• Knowledge management for the floor
• Participated in calibration of Trainers and QAs within the team and trainer teach back sessions.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.

Desired Skills

• Must be having hands-on Experience on Azure, GCP and AWS Preferable
• Hands on experience in VDI environment and troubleshooting skills, remote desktop support.
• Provide telephony & chat support in performing installation and troubleshooting on Operating systems, soft-telephone, and applications.
• Attending to break/fix engagement as required for technology related problems and issues for all P1/Sev1 incident.
• Prepare, maintain, and submit reports and applicable records of system inventory, ticket SLA etc.
• Hands on experience in Incident and Change management.
• To be an SME for the team, coach and train the team on soft skills and Technology.
• Coordinate as smart hands with different portfolio and engineering work groups.
• Excellent voice/telephony skills, Good Written & Verbal Communication Skills
• Excellent customer service skill and client management skills
• Willing to work in 24/7 work environment, predominantly night shifts/US hours and work from office Gurgaon Office.