Job Description:
Are you passionate about delivering business ready, world class IT services? This is an exciting opportunity to shape IT services that support the Product Development Lifecycle and play a key role in shipping Microsoft products.
BGIT is looking for a Solutions Manager to provide leadership and to support services for mission critical enterprise applications. The position with BGIT is an excellent opportunity for a process driven individual with passionate customer focus, strong organizational, technical and communication skills and a passion for customer service and issue resolution.
In this role, you will partner with peer teams and the business groups to:
Drive and own accountability for customer satisfaction and quality support services by managing the vendor relationships in the incident Management Space. Collaborate with Incident Management services providers into RDS to ensure customer quality and NSat targets are exceeded. Proactively identify and action application issues. Produce operational analysis and showcase IT best practices for application services in line with the ISRM process. Enable incident management (L1 L2 & L3 vendor team) teams to resolve application issues and act as an escalation point for the incident management team. Serve as single point of contact for vendor team, to ensure high quality of service to the BGIT stake holders and customers.
Deliver on strategies for the continual improvement of BGIT supported services and products that support product ship cycles and the next wave of product development, produce operational analysis and showcase IT best practices for application services, enable incident management teams to resolve application issues and provide escalation support.
The Solution Manager will be responsible for:
· Delivering outstanding customer focus and ensuring high quality customer services reflected through NSat and Technical Account Management feedback in a measurable. This individual will also be expected to proactively identify areas for improvement, drive projects, ensure value for money and ROI, build customer relationships, and successfully implement changes in the vendor relationship as and when needed.
Core position responsibilities:
· Ability to identify and address support quality issues and hold vendor account Mgt accountable.
· Responsible for staffing and Vendor account Mgt for RDS team in India Hyderabad, developing, and managing multi-disciplinary teams who are directly responsible for solving complex support problems and providing consistent, quality operational support for the systems and releases.
· Fiscal responsibility in insuring value for money, timely PO creating and vendor rate negotiation and engagement with RDS Biz operations around budgeting\forecasting.
· Operationally accountability for RDS Incident Mgt teams in BGIT\Tenant\Infrastructure services interacts directly with customers, central IT support Services, infrastructure support teams, systems development and testing groups, User Acceptance Testing groups, and other Business Unit IT (BUITs) groups. Excellent verbal and written communication skills are a must!
· Responsible for maintaining strong partnerships and working relationships with dependent internal IT groups (Service Desk, Infrastructure, Database Operations, Networking, Server Support, Systems Engineering, etc.) as required to maintain the highest levels of systems operations and availability for assigned systems.
· Responsible for formulating and reporting against measurable NSat and quality targets.
· Executes direction and strategies on production/operational guidelines, procedures, andStandards to ensure appropriate consistency and quality in service level provided. Drives the implementation of continuous improvement activities including new support tools and automation.
· Ensures proactive and cooperative relationships exist within the work group and remains accessible to work group for resolution of personnel issues. Engages with Vendor Mgt to oversee the performance management, review and coordination of work assignments for RDS Vendor teams.
· Works closely with customer groups and business management to ensure high levels ofCustomer satisfaction is maintained\enhanced and that service level agreements are consistently met or exceeded.
· Responsibility for the provision of support in line with the BGIT SLA, ensuring that reported incidents are resolved\escalated in a timely manner, tracked according to standards and escalated as appropriate. And making the internal service providers like Service Desk (for L1, L2 support) accountable for the SLA metrics delivered by them.
· Ensure the delivery of application training to existing and new personnel and work closely with Service Desk organization for identifying and service skill needs for them.
A successful candidate will possess most of the following skill set requirements:
· Proving track record in driving quality into incident Management customer engagement
· Understanding of core concepts behind MOF or ITIL and experience with experience in the Incident Management and Problem Management functions.
· Excellent customer service skills – a can do approach to working with customers towards resolving their issues. Self-starter with experience working on Operations projects with limited direction.
· Experience of Vendor account Management and driving for customer quality and every phase of customer engagement with incident Management
· The ability to quickly learn new technologies and concepts. Proven track record in Enterprise Operations / training environment.
· Planning / driving near and long term support strategies, staffing and personnel development related activities, status / metrics reporting, coordinating the ability to Communication of technical and business problems in a non-technical manner.
· Understanding of Incident, Configuration management, Change Management, Problem management, and Release Management best practices in an operations environment.
· Outstanding oral and written communication skills with ability to effectively work with diverse range of peers and customers in different regions and time-zones.
1. If u have received a mail from me ...reply to that mail with your CTC details
Else
2. Send in your resume to the Id given below with "Incident management " in the subject ...Include CTC details in your mail
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