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    Operations Manager - Delhi, India - Royal Enfield

    Royal Enfield
    Royal Enfield Delhi, India

    2 weeks ago

    Default job background
    Description
    Job Purpose

    This position is primarily responsible for all service desk and support activities for the commercial
    (business and consumer) IT applications. The support manager is responsible to ensure processes are followed and people/teams coordinate to ensure that any ticket or incident is closed within the agreed turn around time (TATs) and service level agreement (SLAs) established.

    Key Responsibilities


    • Lead and manage the support activities for
    ○ Network
    ○ Employee Collaboration
    ○ Cyber Security
    ○ Infra

    • Lead and manage a team and regional single point of contact (SPOCs) to respond to escalations
    and to coordinate with other support teams for timely ticket resolution.

    • Establish/modify processes (SOP) where required to ensure that best practices are met and ensure
    that different teams follow the processes.

    • Facilitate the definition of service levels in IT Infra support contracts. Interact regularly with existing
    or potential stakeholders to determine their needs and to develop plans for improving the deliveries.
    This will include the following activities.

    • Establish/modify processes (SOP) where required to ensure that best practices are met and ensure
    that team follow the processes

    • Set up processes and practices to ensure timely RCA is provided by different product/IT teams,
    patching of records and permanent fix is done as early as possible

    • Ensure regular monitoring of the different systems are being carried by the responsible teams
    • Ensure that incidents are categorized as given priority as per the level of urgency and severity and
    managed accordingly

    • Manage the trouble ticketing, incident management tool
    • Prepare for special activities like launch of products, features and functionalities, special initiatives
    and month end support

    • Provide inputs to product/IT teams by way of ticket analysis and end user feedback which will aid
    support activity for troubleshooting (logs, error messages, exception reports)

    • Communication and reporting
    • Oversee the new dealer setup and configurations
    • Facilitate the definition of service levels in IT application support contracts. Interact regularly with
    existing or potential stakeholders to determine their needs and to develop plans for improving the
    deliveries.

    • Work cross-functionally to solve problems and implement changes
    • Experience in troubleshooting, software development processes and ability to understand
    • Management and leadership skills:
    ○ Ability to communicate effectively with business stakeholders (both local and global),
    vendors and internal teams coordinate with resources and direct the efforts in the right
    direction in a timely manner
    ○ Ability to manage change and effectively pass on the information down the line to
    concerned teams for smoother execution
    ○ Delegate and allocate responsibilities efficiently to manage different sets of support
    activities. Effectively lead teams and inspire others to achieve goals through innovation,
    quality and excellence
    ○ Ability to identify strengths and weaknesses of team members and suitably make changes if
    required
    ○ Resource management skills and ability to handle complex/sensitive issues

    Education

    • B.Tech / B.E degree
    Experience

    • Good Knowledge if ITIL/ITSM process (
    desirable)

    • Prior experience in Managing IT infra systems
    and/or processes followed in Automobile
    industry

    • 4 to 7 years experience
    • Exposure in Cyber Security/ IT Infra landscape
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