• 10 years of experience in customer facing roles.
• Working knowledge of EUC operations including Remote support and Deskside support
• Know how on ITIL Framework 
• ITIL Certification would be recommended 
• Experience in Stakeholder management
• Experience in Partner management
• Proven Customer Service skills
• Excellent written and oral communication

• Awareness of latest technologies and trends
• Knowledge of agile methodologies
• Must have the ability to identify and instill industry best practices.
• Proven Customer Service skills
• Excellent written and oral communication

• Client management
• People management

• Create deep client impact
• Execution excellence

Area of responsibilities

Skill Level 

The role is expected to carry out following function/activities as part of this job. 

• Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.
• Point of Contact for IT Teams and Vendors at across geographies. 
• Point of Contact for future Infrastructure Enhancement and requirement gathering. 
• Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
• Manage IT Service Delivery at onshore Locations
• Coordinate with Offshore IT Team for coherence with Business requirements.
• Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.
• Work with PMO on short/long term IT Project implementations
• Work with Delivery SPOCs and client Business users on IT requirements
• Coordination with 3rd party vendor / contractors on IT System upgrade/break fix /new installations
• Vendor Contract and License Management
• Implement Service improvement and Transformation initiatives

Expert