• Customer Support IT Operations Manager Jobs in Bangalore,India

  • HP Inc.
  • Save Job
  • 12 - 15 Years
  • Posted : 26 days ago

Job Description:

The IT Global Operations Center (GOC) manages global operations for all IT applications and infrastructure GOC will oversee operations with a single point of accountability by delivering on SLAs and KPIs that are closely aligned with Business priorities

This role will ensure operational excellence and run delivery for the Customer Services business organization by centralizing IT operations functions into the GOC to deliver ongoing run and operations services This position will need strong functional understanding of Customer Support areas of Self Service, Call Center CRM, Field Service and Channel Support Candidate should be able to manage business priorities, ITIL processes, and strategic vendor partnerships Ability in managing a high caliber team and building high performing team

Key responsibilities

We are looking for an active leader that maintain successful operations and financial executions, and enable realized business outcomes with resource plans aligned to the IT roadmap

Key responsibilities includes

Owns E2E customer support operations with single point of accountability by delivering on SLAs and KPIs which are closely aligned with Business priorities
Collaborates with strategic partners to provide operational and financial excellence
Maintains stability and reliability while supporting agile MTP with consistent outcomes
Acts as custodian of IT environments with HP technical capabilities
Well versed with SOW definition, scope management, change management, release management and ensuring infrastructure health in good status
Have experience in application monitoring tools, analysis of fiddler logs and make decisions on the server health status
Focus on business priorities and goals and align IT deliverables towards meeting these expectations
Holds vendors accountable to TTO/TTF metrics
Continuous evaluation of vendor resources for technical, process and ITIL knowledge levels and ensuring that the right team composition is available covering all the time zones
Experience in transitioning applications between different vendors, ensuring that primary/secondary ownership levels are defined and monitoring the ramp process to completion Vendor consolidation experience will be an added advantage
Focus on automation of L2L3 activities with a consistent framework defined across the portfolio
Creates governance with key stakeholders to provide regular updates on operations stability, continuous improvements, and financial excellence
Reviews vendors to evaluate and improve their operational and financial performance
Custodian of the Customer Support environment (including shared ownership of Business-owned apps)
Manages senior relationships and escalated issues with outsourced partners and suppliers, including deliverables, product quality, schedules, and costs
Ensures organization is leveraging outsourced resources
Identifies opportunities and drives initiatives to support business process improvements and cost reductions
Provides people management for direct reports, including hiring, setting, and monitoring of annual performance plans, as well as coaching and career development

Knowledge and skills

Strong leadership skills, including coaching, team-building, and conflict resolution
Extensive technical knowledge, business acumen in the Customer Support area
Organizational and strategic management skills, including budget and business planning and forecasting
Skilled in metrics and data-driven processes to hold vendors accountable
Strong understanding of ITIL processes to support Customer Support businesses
Strong analytical and problem-solving skills
Advanced communication skills catered to a wide variety of audiences
Advanced multi-tasking and prioritization skills
Advanced relationship management skills, including partnering and consulting with senior management and external partners
Ability to manage multiple suppliers to deliver on business goals
Experience technical leadership role with high traffic Web and Backend development
Exposure to any CRM platform preferably Microsoft Dynamics
Experience in Java/NET frameworks with OOO design patterns and database technologies
Exposure to DevOps methodology


Bachelors degree or equivalent with 12 years of progressive relevant IT experience
Experience in major technology transformation as part of IT transformation initiatives
Prior Management Experience a must
Development expertise in Agile/Scrum and/or Waterfall Methodologies

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : IT-Hardware/Networking
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 16th Mar 2020

Key Skills:

Company Profile:

HP Incarfix

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