Sr Subject Matter Expert (Support&Ops)

Job Summary

Managing the team of L3, L2 and L1 under DC and Service Desk Team Roster Daily Clientmeeting Daily Ticket analysis for all SLA breach, Abandon calls etc. Preparing Weekly, Monthly and quarterly reports and decks and drive the same during client meetings. Discussing the Risks and Challenges during the weekly review meeting with client. Drive the Audit for Lean and Ops Hi5 and ensure all parameters are tracked as per audit requirement. Managing onboarding and off boarding, taking care of PRFs etc. Experience on Managing all HCL internal compliances including Compliance, MSR, Human Error, Incident reporting, CIM/RA, PIP, GM, Project Portal, ACSAT portal, Automation targets etc. Ensure BRQ is managed on monthly basis and all invoices are raised on time. Keeping track of entire team, training, RAS update etc. Driving P1 calls supporting as Incident manager backup Reviewing exiting processes and developing new processes for the Service Desk like Call flow, Vendor Management, Incidents Handling etc. Ensuring client data as monthly metrics, True-up numbers are tracked and shared on time. Ensuring daily huddle with the team especially service desk to keep team updated and motivated.

Key Responsibilities

Managing the team of L3, L2 and L1 under DC and Service Desk Team Roster Daily Clientmeeting Daily Ticket analysis for all SLA breach, Abandon calls etc. Preparing Weekly, Monthly and quarterly reports and decks and drive the same during client meetings. Discussing the Risks and Challenges during the weekly review meeting with client. Drive the Audit for Lean and Ops Hi5 and ensure all parameters are tracked as per audit requirement. Managing onboarding and off boarding, taking care of PRFs etc. Experience on Managing all HCL internal compliances including Compliance, MSR, Human Error, Incident reporting, CIM/RA, PIP, GM, Project Portal, ACSAT portal, Automation targets etc. Ensure BRQ is managed on monthly basis and all invoices are raised on time. Keeping track of entire team, training, RAS update etc. Driving P1 calls supporting as Incident manager backup Reviewing exiting processes and developing new processes for the Service Desk like Call flow, Vendor Management, Incidents Handling etc. Ensuring client data as monthly metrics, True-up numbers are tracked and shared on time. Ensuring daily huddle with the team especially service desk to keep team updated and motivated.

Skill Requirements

Managing the team of L3, L2 and L1 under DC and Service Desk Team Roster Daily Clientmeeting Daily Ticket analysis for all SLA breach, Abandon calls etc. Preparing Weekly, Monthly and quarterly reports and decks and drive the same during client meetings. Discussing the Risks and Challenges during the weekly review meeting with client. Drive the Audit for Lean and Ops Hi5 and ensure all parameters are tracked as per audit requirement. Managing onboarding and off boarding, taking care of PRFs etc. Experience on Managing all HCL internal compliances including Compliance, MSR, Human Error, Incident reporting, CIM/RA, PIP, GM, Project Portal, ACSAT portal, Automation targets etc. Ensure BRQ is managed on monthly basis and all invoices are raised on time. Keeping track of entire team, training, RAS update etc. Driving P1 calls supporting as Incident manager backup Reviewing exiting processes and developing new processes for the Service Desk like Call flow, Vendor Management, Incidents Handling etc. Ensuring client data as monthly metrics, True-up numbers are tracked and shared on time. Ensuring daily huddle with the team especially service desk to keep team updated and motivated.

Other Requirements

Managing the team of L3, L2 and L1 under DC and Service Desk Team Roster Daily Clientmeeting Daily Ticket analysis for all SLA breach, Abandon calls etc. Preparing Weekly, Monthly and quarterly reports and decks and drive the same during client meetings. Discussing the Risks and Challenges during the weekly review meeting with client. Drive the Audit for Lean and Ops Hi5 and ensure all parameters are tracked as per audit requirement. Managing onboarding and off boarding, taking care of PRFs etc. Experience on Managing all HCL internal compliances including Compliance, MSR, Human Error, Incident reporting, CIM/RA, PIP, GM, Project Portal, ACSAT portal, Automation targets etc. Ensure BRQ is managed on monthly basis and all invoices are raised on time. Keeping track of entire team, training, RAS update etc. Driving P1 calls supporting as Incident manager backup Reviewing exiting processes and developing new processes for the Service Desk like Call flow, Vendor Management, Incidents Handling etc. Ensuring client data as monthly metrics, True-up numbers are tracked and shared on time. Ensuring daily huddle with the team especially service desk to keep team updated and motivated.