Tech Mahindra Hiring For Service Desk Quality Manager- Hyderabad

Pranay Kumar Mar 11, 2021 1659 0

Tech Mahindra Hiring For Service Desk Quality Manager- Hyderabad

url to apply- https://www.naukri.com/job-listings-tech-mahindra-hiring-for-service-desk-quality-manager-hyderabad-tech-mahindra-ltd-hyderabad-secunderabad-10-to-20-years-151220006760?src=sortby&sid=16154554956807784_2&xp=1&px=1

tech mahindra ltd 3.6(10521 Reviews)

10 - 20 years

Not Disclosed

Hyderabad/Secunderabad

Job description

Tech Mahindra hiring for Service Desk Quality Manager role for Hyderabad location

Roles and Responsibilities

Ability to provide direction and motivation to build high performing team of QA/QTL/AQM;
Implement & Drive Transactional and Delivery Quality across the span of support;
Work closely with various cross functional teams to drive implementation of QMS & transition of new account/services;
Catalyst to bring change in the process / function using proven methodologies like Lean/Six Sigma and PDCA but not limited to this;
Responsible for Project governance including identification, approval of project charters, tracking of project status, effective closure of projects and delivery of target, financial and metric benefits;
Lead new process design (Designing As-is & To-be Process Mapping) and propose alternate business process designs in consultation with internal/external customers;
Develop new solutions for prospect clients & participate in RFPs;
Promote and govern sharing of best practices from other accounts/ locations /processes to improve performance;
Design and impart training on Operational Excellence Tools (5S, RCA, Lean, six sigma, Standard Work, Continuous Improvement & GEMBA) to team members & evaluate training effectiveness
Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted;
Be the data hub of Quality with all data in hand Headcount, allocation, surveys, appraisal, Quarterly performance ratings etc;
Should be able to handle & achieve the departmental requirements including ad hoc tasks.

Applicants Specifications & Qualification

Graduation / post-graduation (any discipline) with 12 -15 years of experience of working in IT infrastructure / application support / Service Desk environment;
Needs to have good working knowledge of Transactional Quality systems, ITSM tools and technologies involved in Service desk;
Managing large teams across time zones / remotely is a must;
ITIL®4 / V3/V2 knowledge is a must ;
Six Sigma Green Belt trained & certified with hands on expertise on leading projects;
Demonstrate excellent inter personal skills, communication & Presentation skills with an ability to present ideas and solutions in a logical manner;
Exposure to QMS models / internal auditor trained on international standards like ISO 9001, 20000, 27000 will be strong advantage;
Committed to work within challenging environment & to deliver expected outcomes during stringent timelines;
Ability to manage Internal & external client with a strong conflict management skill;
Self-motivated Team player;
Excellent skills on Excel/Quality Tools / Data Analysis /PowerPoint/Analytical Skills /Reporting.