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    Service Excellence Manager - Noida, India - HCLTech

    HCLTech
    HCLTech Noida, India

    Found in: Talent IN 2A C2 - 3 days ago

    HCLTech background
    Accounting / Finance
    Description

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

    Job location: Noida/Chennai/Bangalore

    14+ years of experience in Infrastructure Technology

    10 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 lifecycle
    • Participate in Governance of the Customer project through the implementation life cycle and own the support activities after go-live
    • Drive the BCM Strategy within the DWP organization for Integration, Governance, Deployment hand off and Resources
    • Create and Own in Tool specific templates including Maturing Assessment, Use Case demo, Business Case Study, Tool Comparison, ROI, Benefits Realization
    • Develop and update documentation pertaining to training, and provide trainings to internal and customer teams
    • Analyze all requirements, prepare use cases, and supervise support activities for all projects
    • Coordinate with Vendors and Cross functional teams for positive Customer outcomes
    • Administer all customer support issues and lead the efforts for enhancing technical, functional, and operational application maturity
    • Handle Customer escalations independently and develop SIP with short term resolution as well as long term preventive measures
    • Keep abreast of the latest technologies and application vendors offerings in the End User Experience, Chatbot, Self-Healing in the EUC domain

    Qualifications and Education Requirements

    • Minimum 14 years of experience in Infrastructure Technology
    • Minimum 10 years of experience in delivering EUC/DWP services
    • Should have worked and be open to work in a 24x7 environment
    • Proficient 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 devices
    • Good experience in Service Desk Operations and Applications Management
    • Good knowledge of Networks, Virtual Infrastructure, End User Application Management and Windows Servers
    • Extensive experience in Delivery Management
    • Exposure to project management and application management lifecycle
    • People management experience
    • Ability to explain complex ideas to cross-functional teams and Customer Stakeholders
    • Exceptional verbal and written communication
    • Extraordinary customer service and relationship management
    • Ability to communicate effectively with end users, business owners, developers, and various levels of management
    • Demonstrates initiative and ability to accomplish aggressive project goals when necessary
    • Comfortable working in a fast paced, Dynamic environment and developing flexible solutions to meet evolving business requirements

    Preferred Skills

    Technical Skills required including but not limited to –

    • SCCM
    • Microsoft Windows, Apple Macintosh design architecture and deployment methodologies
    • Knowledge of modern Microsoft management platforms like Intune, SharePoint
    • Understanding of active directory
    • Understanding of Citrix and other remote/virtual desktop technologies
    • Basic understanding of SQL
    • Basic understanding of PowerShell or any other scripting language
    • Hands on experience on Microsoft Excel and PowerPoint
    • Hands on Experience with different ITSM tools like ServiceNow, BMC Remedy etc
    • .
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