Team Lead

RENOVISION AUTOMATION SERVICES PVT.LTD

Mumbai

On-site

INR 1,200,000 - 1,800,000

Full time

9 days ago

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Job summary

RENOVISION AUTOMATION SERVICES PVT.LTD is seeking a Desktop Support Site Incharge/Team Lead to ensure service norms, manage Quality Management Systems, and drive action plans for customer complaints and escalations.

The role requires coordinating with PMs, conducting regular reviews, and maintaining SOPs while ensuring uptime and performance across IT teams. Strong leadership and process orientation are essential for this on-site position in Mumbai.

Responsibilities

To ensure that service norms committed to the customer are met
To ensure implementation and maintenance of Quality Management Systems in the respective accounts.
To prepare Action plan for all Complaints received and drive till closure along with PM
To review Action plan with Customer before execution
To undertake SIP and run till successful implementation
Ensure customer satisfaction by responding to the escalations regarding services offered
Review performance with the customer periodically during on-going phase
Ensuring smooth operations for all systems across the IT teams
Improving on team performance by improving on the SLAs delivered
Maintain SLA doc for all the activities performed by the team, collect performance data, analyze, and publish
To ensure implementation of processes for all services covered in the contract
To escalate the quality issues beyond control to defined escalation point as the case may be
Conduct weekly review with team, identify gaps and take corrective action
To conduct final audits for all services
Responsible to achieve uptime commitment as defined in SLA
Monthly meeting with the Customer, analyze data & present reports
Ensure that all NCRs /corrective actions identified in internal and external audits
To identify training needs for all the engineers working in the accounts handled
Responsible to achieve uptime commitment as defined in SLA
Defining and maintaining the Standard Operating procedures
Preparing and analyzing reports and sharing the same with customers and team Members
Escalation of site related issues to the Program Manager e.g., Absence of key members of team, indiscipline, Problems with customer setup proactively
To allocate/jobs to the team at site
Monthly system release calendar to be maintained and shared with the COPS users
Ensure the MIS reports in the defined format are shared with all stakeholders as per defined frequency
Share KPIs tracked on mail and improved with status on quarterly basis at operation manager level with customer.

Job description

Skill – Desktop support Site Incharge/TL

JD – below

Roles and Responsibility

To ensure that service norms committed to the customer are met
To ensure implementation and maintenance of Quality Management Systems in the respective accounts.
To prepare Action plan for all Complaints received and drive till closure along with PM
To review Action plan with Customer before execution
To undertake SIP and run till successful implementation
Ensure customer satisfaction by responding to the escalations regarding services offered
Review performance with the customer periodically during on-going phase
Ensuring smooth operations for all systems across the IT teams
Improving on team performance by improving on the SLAs delivered
Maintain SLA doc for all the activities performed by the team, collect performance data, analyze, and publish
To ensure implementation of processes for all services covered in the contract
To escalate the quality issues beyond control to defined escalation point as the case may be
Conduct weekly review with team, identify gaps and take corrective action
To conduct final audits for all services
Responsible to achieve uptime commitment as defined in SLA
Monthly meeting with the Customer, analyze data & present reports
Ensure that all NCRs /corrective actions identified in internal and external audits
To identify training needs for all the engineers working in the accounts handled
Responsible to achieve uptime commitment as defined in SLA
Defining and maintaining the Standard Operating procedures
Preparing and analyzing reports and sharing the same with customers and team Members
Escalation of site related issues to the Program Manager e.g., Absence of key members of team, indiscipline, Problems with customer setup proactively
To allocate/jobs to the team at site
Monthly system release calendar to be maintained and shared with the COPS users
Ensure the MIS reports in the defined format are shared with all stakeholders as per defined frequency
Share KPIs tracked on mail and improved with status on quarterly basis at operation manager level with customer.