Operations Manager – End user services (EUS)

7 - 9 Years

Job Description

Customer Location: Pokharan 2, Majiwada, Thane West, Mumbai

7+ Yrs of EUS OM experience.
To lead EUS Daily Operation and People management
To act as Single point of contact for END user services (EUS).
To prepare Shift roaster and ensure service window is adhered at onsite location.
On call location calls are attended on time and necessary support provided to on call engg and all prerequisites are arranged at remote location.
To ensure timely allocation of Tickets to engineers
To ensure timely response and resolution is provided and SLAs are adhered.
To ensure all reports, checklist and IMAC process followed.
To enable next level support to all engineers and guide them
To update Knowledge base with help of engineer and conduct cross domain trainings for engineers and entire team.
To conduct Ticket audit on weekly basis.
To ensure Asset inventory, critical user information is updated on time.
AV and MS patch compliance is adhered.
To provide Guidance to engineers, service desk and asset team.
Arrangement of backup Engineer in case of absenteeism.
To work on Service Improvement areas with help of PM
To conduct Weekly/Monthly meeting with Blue Star IT team.
To ensure smooth communication within team (Onsite Engg, CSD, Asset and Vendor coordinator)
To maintain and update information in Sapphire Ticketing and ITAM tool, Backup of tool etc.
Timely escalation in case pending Ticket with vendor
Ensure engineers are following Information security compliance and adhere ITIL process.
To ensure DC, Network and Security calls are logged on time and escalated in case of delay.
To visit Critical location in Mumbai and Plant locations
To meet VIP/ Critical user/ Secretaries proactively and have good relationship.
To identify EUS and Asset Domain Risk, review and track during monthly MIS.
Responsible for Incident, Service Request, Vendor Management.
To arrange Team motivation and celebration event.

Required Candidate profile

Candidate should be open to work on the payroll of IMSI Staffing Pvt Ltd

Salary: INR 5,00,000 - 8,00,000 PA.

Industry:IT-Software / Software Services

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Operations

Role:Operations Manager


Desired Candidate Profile

Please refer to the Job description above

Company Profile

IMSI India Pvt Ltd

IMSI (India) Pvt. Ltd. is a professional services and staffing firm, with offices in Bangalore, Gurgaon and Dehra Dun since 1995.
View Contact Details+

Recruiter Name:Sandeep Pandey

Contact Company:IMSI India Pvt Ltd


Email :sandeep.pandey@imsiglobal.com

Address :DoonExpress Business Park. Suite 2410, Opp Transport Nagar, Subhash Nagar, DEHRADUN, Uttaranchal - 248001,India


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