01Overview
Experience: 18.00 + years
Salary: Confidential (based on experience)
Shift: (GMT+05:30) Asia/Kolkata (IST)
Opportunity Type: Office (Gurugram)
Placement Type: Full time Permanent Position
(*Note: This is a requirement for one of Uplers' client - WNS)
What do you need for this opportunity
Must have skills required:
Servicedesk, Incident Management, ITIL, ServiceNow, Stakeholder Management, Client Relationship Management, Problem Management, ITIL Qualification, Negotiation Skills, Leadership, Project Management, Communication Skills
WNS is Looking for:
Company DescriptionWNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence. We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 66,000+ employees.
Job DescriptionDirector - (Application Development & Maintenance)- Infra & Service Desk Lead (L1 Support) role for Technology Services
Work Location : Gurgaon
Manage end-to-end 24X7 ServiceDesk portfolio supporting multiple accounts and multiple applications, contribute to the planning of application releases and configuration changesExpert in stakeholder management, client relationship managementEnsure defining and meeting/exceeding Service levelsResponsible for Growth and P&L and margins for the account, negotiating contracts. Responsible for onsite/offshore team performance.The ability to build a cohesive team and to manage people effectively.Have the ability for Setting up the Learning & Development plans for the team Manage Client relationship at VP/ director levelEnsure the timely and successful delivery of L1 support according to customer needs and objectivesClearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholdersDevelop new business with existing clients and/or identify areas of improvement and strategies to allow Application Support to manage resultant problemsForecast and track key account metrics and Prepare reports on account status and present them to internal and client stakeholdersOwn, coach and develop a team of support analyst and managers, provide thought leadership and guidance to reporting outputs, coaching them on incident management processDrives the Risk management and SLA adherenceIdentify ways to improve the customer support experience throughout the lifecycle of a ticket Lead and prioritize the Application Support teams work loadManage and Own the Problem Management ProcessProvide technical leadership, 2nd/3rd line Application Support on complex internally and externally developed applications and input to the implementation, backup and roll-back plansEnsure there are robust procedures and processes within the application support functionFollow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)
QualificationsOverall Experience of 18+ years into TechnologyMinimum of 10 to 12 years experience in managing L1 Application support teams/Incident management, ITIL Service Delivery and Support, preferably with a formal ITIL qualification (or their equivalents outside of the ITIL framework)Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-levelExperience setting up and managing Managed services teamShould have experience in Servicenow or similar toolsShould have experience working with customers and setting up and refining the process for incident management teamsStrong communication skills at senior management internally and externallyExperience delivering client-focused solutions to customer needsProven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detailNegotiation skills and ability to frame the product value proposition to customers/partnersDemonstrated history of leadership, managing teams and projectExperience guiding the team to work on creation of SOP and KEDB and improvise the incident management process
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