Senior Manager-Tech Support

Senior Manager-Tech Support


Senior Manager-Tech Support


Exprience: 5 - 9 years

Location: Hyderabad

Job description

  • Supporting and mentoring on how to help develop and nurture both experienced and other members of the end user support team.
  • Collaborating with stakeholders and partners for process optimization to deliver on optimal employee experience.
  • Partnering with IT product and platform teams to bring in high levels of automation and self-service as part of service desk transformation.
  • Adapting industry leading practices in service management and infrastructure enablement to improve cost of operations and operate with high service levels and customer satisfaction scores.
  • Coordinating with engineering CITRIX, NW teams to drive resolution to issues.
  • Managing stakeholders, User experience focus, vendor management.
  • Analysing employee journey and take transformative actions.
  • Incorporating performance driven culture in the team.
  • Providing ongoing performance feedback, coaching, training and development.
  • Taking appropriate performance improvement action or administering appropriate discipline when employees do not meet performance standards or expectations.
  • Handling end user expectations by setting the right goals and ensuring best in class customer/employee experience through floor walks, focus groups, and take data driven actions and handle escalations.
  • Bringing agility in the team by adopting agile methodology.
  • Weekly/Daily reviews with team members and Support functions by providing guidance and monitor their job responsibilities.
  • Eying on using new technologies to reduce tickets, simplifying the process through automation.
  • Working well with domestic stakeholders and leaders.
  • Presenting in leadership forums.
  • Conducting user and employee focus groups.

You\ll need to have:

  • Bachelor\s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience in Human-centered design ( design thinking) methodology to probe, assess and evaluate behaviors of targeted groups of people and then translating that knowledge into meaningful information and system designs to inform and improve programs.
  • Experience in design thinking principles to provide solutions to digital experience needs of an employee and reduce the ticket volume to the digital workplace teams.
  • Experience in infrastructure & process automation.
  • Certified Six Sigma.
  • Certified ITIL v3 and above.
  • Leadership experience and technical knowledge in desktop hardware, software applications, operating systems and L1 network connectivity troubleshooting.
  • Experience in operational data analysis to identify improvement areas by processes, data driven decision making and automation. You should be an engineering-centric leader.
  • Knowledge in Desktop packaging & distribution, CITRIX VDI & networking.
  • Fluency in English.

Even better if you have one or more of the following:

  • Experience in Managing an at least ten member team.
  • Five or more years of experience managing people & service desk operations.
  • Knowledge / Certification / degree / diploma in data analytics.
  • Strong communicator with presentation, Interpersonal and Problem solving skills.
  • Experience in Root Cause analysis & identifying/strategizing large scale automation.
  • Experience leading a technical team.
  • Experience in Mobile Device Management.
  • Hands on in areas of desktop administration & support.
  • Certifications like CCNA.

Role: Network Manager / Administrator

Industry Type: Telecom / ISP

Department: Engineering - Hardware & Networks

Employment Type: Full Time, Permanent

Role Category: IT Network


UG: Any Graduate, Diploma in Any Specialization

PG: Any Postgraduate

Key Skills

(i) Six sigma 

(ii) Data analysis

About company

Verizon Communications, Inc. is a broadband telecommunications company and the largest U.S. wireless communications service provider as of September 2014,[6] and a corporate component of the Dow Jones Industrial Average.[7] The company is based at 1095 Avenue of the Americas in Midtown Manhattan, New York City,[2] but is incorporated in Delaware