Senior Manager-Tech Support

URL: https://www.naukri.com/job-listings-senior-manager-tech-support-verizon-data-services-india-pvt-ltd-hyderabad-secunderabad-5-to-9-years-140223500978?src=jobsearchDesk&sid=16814485578725179_1&xp=11&px=3

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

Education

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