India Service Desk and Front End Services Operation Manager

Friday, 3 December 2010 | Tags: Bangalore, Chennai, Cochin, Front, India, MANAGER, Operation, Service, Services

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www.amat.com

India Service Desk and Front End Services Operation Manager
(Penang)
view job opportunity

Site : Bangalore, Chennai, Noida

Position Purpose:

Manage India front end services team in Applied Materials Global Information services Department, responsible for remote service desk, on site IT services and computers logistics. Manage outsourcing suppliers in respective areas and responsible for customer satisfaction from IT services in the region. Member of the global IT services team who own the responsibility for worldwide service desks and on site services (Asia, India, US and EMEA).

Duties and Responsibilities:

· Manage India Service Desk and Desk Side team, ensures that agreed targets are met and appropriate qualitative standards achieved. Responsible for driving performance against the Service Level Agreements (SLA’s) .

· Manage an outsourced Service-desk and Desk-side Services staff located in India, Bangalore.

· Develop and implement robust processes to ensure that high quality service is provided to customers

· Improvement of key customer satisfaction metrics, SLA and deliverable.

· Analyze support Services activities and make recommendations for increased organizational efficiency and effectiveness

· Manage system development cost estimates, budget, resources and schedules.

· Create and presents projects or initiatives proposals to Regional and global Management and internal customers

· Manage employees in department projects and deliverables at regional and global level

· Coordinate and support other technical project as needed such as network, data center and acquisition.

· Align work with group and department objectives as well as resolve question and conflict

· Interface with key vendors, manages the modification, integration and installation of hardware, software as well as database management system.

· Initiate, manage and support global projects, initiatives, processes and policies interaction and coordination.

· Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support

· Be willing to travel about 20% and from time to time worldwide.

Skills / Attributes required:

· At least 5 years of experience of managing team (local and remote) in IT environment.

· Multicultural orientation and experience with international organization and distributed environment / Locations.

· High interpersonal skills and customer orientation

· Demonstrate evidence of influencing positive change within IT Customer support environment.

· Ability to lead teams effectively both through structured coaching and deliveries.

· Thorough knowledge of IT Customer support operations to include a good knowledge of IT best practices, industry trends and customer service

· Ability to efficiently convey ideas though oral and / or written communication;

· Ability to work in a group or independently; good analytical skills, details oriented ability to effectively listen to and resolve customer issues.

· High capabilities of data analysis and analysis tools

· A good awareness of software and IT services providers within the Indian IT support marketplace.

· Excellent written and verbal communication skills, high presentation skills.

· High technical capabilities with IT infrastructure, knowledge of client, servers, network and telecom.

· Proven project management capabilities, ITIL foundation V3 or greater and PMP Certification – advantage.

· English fluent speech and written.

Skills / Attributes required:

· Graduate/Diploma in an IT related field and atleast 6+ years directly related experience, or equivalent combination of education and experience.

Interested applicants, please apply online.
Only shortlisted candidates will be notified.

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