Assistant Vice President – IT Ops - Genpact
Job Description
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role ofAssistant Vice President - IT Ops
You will be leading a large portfolio in the form of the Infrastructure and Operations teams, with overall responsibility for technology infrastructure deployment for various projects. This is an exciting opportunity to work with cutting-edge technology and drive innovation within the company.You will be at the forefront of Automation and Cloud Ops, driving the adoption of new technologies and processes to improve the efficiency and effectiveness of our IT operations.
You should also have experience in driving a team, manage the team remotely across geographies and evaluate performance
Responsibilities:
- Strong orientation to Technology Operational prerequisite e.g. Metrics, KPI and associated reporting
- Technical understanding of Service Management tools and associated Metrics, KPI and reporting
- Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations
- Manage the help desk team and evaluate performance
- Should be able to manage teams remotely and across geographies
- Manage business relationships with stake holders to guide and influence successful delivery of service in accordance with service level agreements/contracts/user experience/leadership guidance
- Supporting Organization projects from IT perspective to meet organizational goals
- Recruit, train and support help desk representatives and technicians
- Contribute to improving customer support by actively responding to queries and handling complaints
- Leadership interaction and handling business escalation
- Drive critical global failures impactingIT operations
- Establish best practices through the entire technical support process
- Follow up with customers to identify areas of improvement
- Develop daily, weekly and monthly reports on help desk team&rsquos productivity
- Provide customer feedback to the appropriate internal teams, like product developers
- Strong workforce management skills
- Knowledge Management of various documentation to drive operational efficiency
- Understanding of Ticketing system and associated changes impactingIT OPS
Qualifications we seek in you!
Minimum Qualifications- B-Tech, BCA, Graduate
- Technical certifications in Cloud, Network, Virtualization
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written, verbal communications and analytical skills
- Global Team management skills
- Preferred inclination to Digital technologies like IT automation, Chatbot and AI etc
- Proven work experience of Service Delivery, Governance
- Sound understanding of Multimedia Call Center Technologies and various channels of support
- Should be able to deliver on Tight timelines and Demonstrate success & achievement orientation
- Should have in depth understanding of ITSM
- Exceptionally high motivational levels and needs to be a self-starter
- Sound Understanding of IT Budgets and HC
- Strong Executive Presence to be able to manage Senior Leadership
Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at and on , , , and .
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training