Service Excellence Manager - Noida, India - HCLTech

Description

Service Excellence Manager ( Chatbot,AI,SCCM,Nexthink,Aternity,Systrack )

Job location:
Noida/Chennai/Bangalore14+ years of experience in Infrastructure Technology10 years of experience in delivering EUC/DWP (Chatbot,AI,SCCM,Nexthink,Aternity,Systrack)services

Job description:
Drive overall governance of Tools (applications) within the DWP organization and with the Customer Stakeholders throughout the Application maturity and support lifecycleParticipate in Governance of the Customer project through the implementation life cycle and own the support activities after go-liveDrive the BCM Strategy within the DWP organization for Integration, Governance, Deployment hand off and ResourcesCreate and Own in Tool specific templates including Maturing Assessment, Use Case demo, Business Case Study, Tool Comparison, ROI, Benefits RealizationDevelop and update documentation pertaining to training, and provide trainings to internal and customer teamsAnalyze all requirements, prepare use cases, and supervise support activities for all projectsCoordinate with Vendors and Cross functional teams for positive Customer outcomesAdminister all customer support issues and lead the efforts for enhancing technical, functional, and operational application maturityHandle Customer escalations independently and develop SIP with short term resolution as well as long term preventive measuresKeep abreast of the latest technologies and application vendors offerings in the End User Experience, Chatbot, Self-Healing in the EUC domain

Qualifications and Education RequirementsMinimum 14 years of experience in Infrastructure TechnologyMinimum 10 years of experience in delivering EUC/DWP servicesShould have worked and be open to work in a 24x7 environmentProficient with any market leading

Unified eXperience Management (UXM) solutions like Nexthink, Aternity, Systrack, 1e Tachyon, etc.
Hands-on/ exposure to Conversational Chatbot solution like ServiceNow VA, Avaamo, Moveworks, etc.
Possessing specialist knowledge of EUC Domain including Windows OS, User productivity applications, EUC devicesGood experience in Service Desk Operations and Applications ManagementGood knowledge of Networks, Virtual Infrastructure, End User Application Management and Windows ServersExtensive experience in Delivery ManagementExposure to project management and application management lifecyclePeople management experienceAbility to explain complex ideas to cross-functional teams and Customer StakeholdersExceptional verbal and written communicationExtraordinary customer service and relationship managementAbility to communicate effectively with end users, business owners, developers, and various levels of managementDemonstrates initiative and ability to accomplish aggressive project goals when necessaryComfortable working in a fast paced, Dynamic environment and developing flexible solutions to meet evolving business requirements

Preferred SkillsTechnical Skills required including but not limited to –SCCMMicrosoft Windows, Apple Macintosh design architecture and deployment methodologiesKnowledge of modern Microsoft management platforms like Intune, SharePointUnderstanding of active directoryUnderstanding of Citrix and other remote/virtual desktop technologiesBasic understanding of SQLBasic understanding of PowerShell or any other scripting languageHands on experience on Microsoft Excel and PowerPointHands on Experience with different ITSM tools like ServiceNow, BMC Remedy etc.