Senior Manager, IT Service Desk - Coimbatore
1 month ago
The Opportunity:
As a key member of the IT Operations leadership team reporting to the VP of IT Operations manages an organization of advanced IT teams consisting over 50 professionals located globally. Maintain relationships with business leaders influencing their understanding of IT operations ensuring services align with their needs.
Manage Alerting Scheduling team deliver enterprise monitoring services proactively detect triage escalate coordinate global incidents events maintain KPI metrics Manage OneDesk team deliver high-quality customer-focused front-line support associates globally drive first-contact resolution knowledge article creation enforce SLA KPI adherence continuously improve customer experience automation AI process improvement Manage Advanced Application Support team deliver advanced business-critical support enterprise applications including production code deployment configuration changes data updates troubleshooting complex application integration issues coordinating development architecture other teams ensure service stability operational readiness continuous improvement Measure report SLA monthly actuals via scorecards propose recommendations improve service levels Active voting member Change Approver Board approve challenge deny high-risk changes expedited changes overall change quality reviews manage communications to from business relationship managers leaders groups necessary Perform workload resource management conduct oversee regular annual personnel reviews interviews Conduct daily reviews metrics open incidents requests tasks Take lead role customer satisfaction discussions with business leaders Maintain performance metrics produce reports track work items Oversee guide creation documentation internal policies procedures institutional knowledge Perform duties assigned
Job description
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