Wipro Limited Looking for Urgently hiring for IT Operations Management Role- Bangalore Location[...]

Wipro Limited; Bengaluru; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

Join a forward-thinking company as a leader in IT Operations Management. This role involves overseeing the service desk, enhancing customer satisfaction, and driving team performance through effective training and development. With a focus on continuous improvement, you'll collaborate with various teams to implement new technologies and resolve issues efficiently. If you have a passion for leadership and a strong background in IT operations, this is the perfect opportunity for you to make a significant impact in a dynamic environment.

Qualifications

• 4+ years of experience in IT Operations Management and team leadership.
• Strong skills in performance analysis and customer satisfaction.

Responsibilities

• Lead daily operations of the service desk and manage team performance.
• Analyze performance metrics and provide coaching and training.

Skills

IT Operations Management

Team Leadership

Performance Analysis

Customer Satisfaction

Training and Development

Education

Bachelor's Degree

Job description

Dear Folks,

PFB the JD for your reference.

Experience range: 4+ years

Location: Bangalore Location Only

Skill – IT Operations Management

Notice Period: Looking for immediate to 30 days

Skill Required:

• Provide leadership for the daily operations of the service desk and assigned team’s performance including schedule adherence, operational metrics, and individual performance metrics
• Analyze team’s performance to identify problem areas, non-compliance to team guidelines, and training opportunities on an individual basis including regular coaching, one-on-one training, and performance improvement plans
• Regularly review team’s ticket and call quality audits to ensure standards of quality are met routinely
• Act as a liaison with customers to enhance their satisfaction by providing guidance, assistance and follow-up to customer inquiries unresolved by Associates
• Actively participate in team training sessions for new hires, refresher training, and new technology deployments
• Collaborate with functional leads in the development and maintenance of department processes, knowledge management, and quality assurance to deliver solutions aimed at continuous improvement
• Point of contact for escalations as needed for unresolved incidents or irate callers
• Lead post-critiques of incidents and requests to look for ways to improve customer satisfaction
• Work closely with the aligned Business Technology teams to ensure continued improvements and knowledge growth including new technology rollouts, identification of new L1 resolvable issues, and improvements to the overall incident process
• Grow general knowledge of IT and business systems, training junior analysts in order to increase the ability to resolve issues on first contact.

If interested, kindly share your updated resume along with the below details:

1. Total years of experience
2. Relevant Years of experience in IT Operations
3. Relevant Years of experience in Team lead
4. Relevant Years of experience in Management
5. Current CTC
6. Expected CTC
7. Notice period
8. Current Organization
9. Ex-Wiproite: Y/N
10. Any offer in hand: Y/N
11. Current Location:
12. Preferred Location:
13. Regular Education:

Kavita

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