DGM/ GM “Customer Service Delivery” for a pioneer organization in Automobile Domain

Reports to           : CMD

Department       : Customer Relationship Management

Location               : Noida

Responsibilities:

 

·         Should ensure a delightful customer experience across all touch points and maintaining this at a cost of service which is in line with budgets  

·         Manage internal customer expectations, establishing processes, planning and training of people, which will needs working closely with all regional heads to ensure implementation by using innovative methods.

·         Respond to dynamic customer expectations by constantly innovating new ways of service delivery within the limited budget/manpower by enhancing productivity and implementing cost effective solutions.

·         Effective management of vendors where certain service delivery activities are outsourced and constant monitoring to identify outsource able processes.

·         Ensure a standardized service for all customers spread out in all locations by ensuring standardized processes

·         Evaluate financial viability of each Customer interface processes vis-à-vis cost of service

·         Identify key process gaps and ensuring timely closure of the same

·         Create and track annual operating plan for the customer service delivery piece

·         Ensure service assurance audits at all customer touch points through feedbacks to all stake-holders to ensure gaps are bridged

 

Educational Qualification                            : MBA from a reputed college/ university

 

Years of Experience                                       : 10 to 15 years

 

Preferable industry background               : Service Industry - Hospitality or Travel/ Airlines

 

Required Skill Set:

 

·         Must be able to understand dynamic customer behavior, their expectations, and aspirations.

·         High levels of analytical thinking. Must be able to analyze market segments, customer behavior and competition analysis.

·         Excellent interpersonal skills with an inane ability to manage people.

·         Very good team player should be able to work as a team in a matrix organization.

·         Good Patience levels.

 

 

Tele Partner Account Manager/TPAM

Drive relationship with tele-managed ISVs:

• Responsible for tele-management of key ISVs not managed by a PAM.
• Ensure partners are properly supported in selling solutions.
• Drive engagement in Client programs and offerings.
• Drive partner support of GTMs.

 

Execute joint demand generation activities:

• Drive partner participation in appropriate demand generation vehicles Opportunity pipeline.

Drive partner readiness:

• Ensure virtual team of sales agents are equipped to motivate partners.
• Train virtual team of sale agents on new offerings.
• Train virtual team of sale agents on how to “sell” offerings to partners.
• Coordinate and collaborate with appropriate programs team to insure proper engagement of partner in readiness and marketing activities.

Opportunity pipeline (select cases):

• Prospect and identify opportunities ensuring the pipeline is sufficient to ensure quota attainment.
• Review pipeline and coach partner with recommendations to shorten sales cycle on identified opportunities.
• Ensure partners are using pipeline tools to effectively track leads.

Drive partner readiness:

• Drive partner utilization of training activities and resources supporting product launches and GTM campaigns.
• Promote and drive demand generation for all available training events and resources, including the eLearning Center.

Partner development:

• Drive development of, and execution against, a technology adoption plan for each tele-managed ISV.
• Drive adoption of new technologies by partners.
• Develop and deliver value propositions to partners.

• # opportunities mapped with partners
• # opportunities closed with partners
• # partner engagements in programs/offerings
• Growth in partner program participation – target # of renewals
• Increased partner satisfaction
• Number of partner certifications
• % Increase in partner revenue
• 2 –3 years account management experience preferably in IT
• Fluent oral and written English
• Organizational, communication, negotiation, and problem solving skills
• College degree – preferably in Business or IT
• Experience and understanding of the IT industry preferred

 

 

 

Technical Writer

Experience: 2 to 4years                                                                                                                                

Principal Accountabilities/Responsibilities:             

·         Write professional and consistent user documents                                               

·         Review end-user documentation and ensure that it conforms to the company standards & guidelines.                                            

·         Create, review and update technical documentation guidelines and templates to transform them into well written, professional looking manuals

·         Design and develop technical publications, user guides, release notes and online help for the company’s products and services                                               

·         Collaborate with engineers and product managers in determining and obtaining necessary information to write complete operation and technical manuals.

·         Scheduling, facilitating and leading all technical documentation.

·         Coordinating and reviewing technical documentation work performed by outside vendors               

·         Mentor and guide junior technical writers.                                               

·         Keep abreast of the latest  technologies & tools for technical writing

Any other duties as and when assigned    

Experience required:

·         3-5 years experience in writing end-user technical documentation

·         Experience in use of MS Office and other authoring and graphic editing tools like RoboHelp, HTML, Photoshop, MS Visio and Adobe Acrobat is a must.

·         Familiarity with single-sourcing processes preferred

·         Familiarity with programming (SQL, J2EE) and database concepts is an advantage                                                                         

MS CRM Technical Consultant

For One of the TOP IT Company based out of Hyderabad

Job Responsibilities:

The job responsibilities would include both technical and functional consulting, working within a CRM consultancy team and reporting directly to the respective manager. The candidate will be working on MS CRM projects in both a business and technical capacity and will provide advice / mentor junior consultants as well as providing a trouble shooting and technical issue resolution capacity within the team.

The role will include business process engineering, working with clients to define their CRM requirements, architecting solutions, developing the CRM system to meet requirements, estimating delivery and infrastructure consultancy such as installations and performance tuning, including MS stack technologies such as SharePoint, SQL, BizTalk etc. The candidate will be measured on his ability to provide functional and technical leadership, to meet client satisfaction goals

Experience required:

·         6+  Years Plus experience with at least 2 years in MS CRM 4.0/3.0

·         Must be currently involved in an MS CRM 4.0 implementation Strong academic background with a relevant Computing Degree or equivalent

·         Proven background in a consulting or delivery role

·         C#, ASP.NET, SQL Server and SQL Scripting skills with a good development background

·         Nice to Have: Knowledge of Integration technologies and frameworks (WCF etc.)

·         Nice to Have: Experience of add on components such SharePoint, BizTalk and/or other MS stack technologies

·         Experienced in gathering business requirements, with strong analytical skills

Other Skills Required:

·         Strong Communication, written, verbal and Presentation skills

·         ability to take pressure and deliver quality solutions

·         Leadership and teamwork skills

·         Pre sales experience

 

 

 

 

User Interface Developer

For Gurgaon based MNC in Medical domain.

Job Description

The UI Developer will work with various development teams to design and build the user interface aspects of various systems in an agile software development environment.

Key Responsibilities

·         Work closely with other team members and Business Analysts to build storyboards, proof of concept, and prototypes of planned applications.

·         Work with development teams to implement user interfaces using approved and supported technologies.

·         Participate in analyzing use cases with business analysts.

·         Conducts design and code reviews with other developers to ensure UI standards and design standards are met.

·         Work closely with Project Managers and Business Analysts to validate UI designs with customers.

·         Conduct ongoing usability testing and assessment

Qualifications

·         BS in Computer Science or related field.

·         At least 3+ years of experience in designing and building user interfaces for high performance web based applications.

·         Experience in integration is a plus

·         Demonstrated knowledge and experience with Agile development methodology is a plus

·         Demonstrated knowledge of information architecture, site design, and usability principles, issues, and techniques

·         Experience with user interface design of web applications using C#, Asp.Net, CSS 2, CSS3, HTML/DHTML, JavaScript, Silverlight, MS Expressions, and AJAX.

·         Expertise in Graphic Design Tool like Photo Shop and Rational Rose etc.

·         Demonstrates knowledge of at least one programming language, preferably C#.

·         Understanding of web development frameworks like MVC

·         Understands browser specific compatibility issues.

·         A solid understanding of security concepts and strategies and how they relate to the user interface design and implementation.

·         Experience with creating user interface mock-ups using industry standard tools.

·         Excellent communication skills

·         Good time management skills and ability to meet deadlines.

·         Excellent problem solving skills, highly motivated and adaptable.

 

 

 

Support Engineer - Networking

The Role

A Support Professional is responsible for providing quality support for Microsoft Windows Server with a high degree of customer satisfaction; provide responsive and reliable technical solutions and information to the customers.

Responsibilities

• Communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in products.
• Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; that may include support of additional product line.  Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
• Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Tech Leads and escalation resources when appropriate.
• Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
• Consistently share best practices with team members.  Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts. Ability to develop and deliver “in depth” technical training to other engineers.
• Write complex technical articles and sample programs for knowledge base.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

 

Candidates Profile

Networking

·         Strong Experience in Network Operations.

·         Strong Experience in DNS, DHCP, WINS, TCP/IP, Routing, NLB, SubNeting, Wireless etc.

·         MCSE – Windows 2000 and above

·         3+ years of experience in administering Microsoft® Windows 2000 Server and Windows 2003 Servers.

·         Good English Communication Skills - Spoken and Written (including technical writing)

·         Logical Trouble Shooting and problem solving skills

·         Excellent customer Service skills and effective learning skills

 

 

Support Engineer-SQL/Oracle DBA

 The Role

The SQL Support team will be responsible for delivering SQL Server support for all the customers. Utilizing knowledge of the customer environment, they will deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. They will effectively manage cases and sub-cases to ensure timely and high quality communication with customers and resolution of all issues.

Responsibilities:

• Communicate with corporate customers via telephone, email, and other electronic communications regarding problems.
• Analyze problems and develop solutions to meet customer needs; may involve writing custom code.
• Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
• Write technical articles and sample programs for Microsoft's knowledge base.

Qualifications, Abilities and Experience should include:

• Strong Relational Database Management System (RDBMS) knowledge and experience. 
• Hands on  experience on SQL/Oracle DBA activities.(At least 3+ yrs)
• Experience on clustering will be an advantage.
• Good knowledge gained from experience in Microsoft® SQL Server versions 2000 and 7.0 is required
• Good understanding of the concepts of Operating Systems is required
• Microsoft Certified Application Developer and/or Microsoft Certified Solution Developer  and/or Microsoft Certified Database Administrator certification
• MCP Certified in at least one of the Microsoft Programming Technologies
• Similar Certifications in other high end RDBMS product will be an advantage
• Experience of at-least 3 years in the technical environment mentioned above is desirable.

Critical Exposure areas;

1) Database experience with good knowledge of internals

2) Operating System Concepts

3) Trouble shooting skills

Reporting to: Team Manager

The position requires working in EVENING / NIGHT SHIFTS and provides VOICE-BASED SUPPORT

 

 

 

 

 

 

 

 

Systems Analyst

Type                                  : Permanent

Work Location              : Bangalore

Purpose:                                             

Analyze, design, develop and maintain of IT applications, including documentation and post-implementation customer support                                                               

Principal Accountabilities/Responsibilities:

·         Analyze, design, program, test, document and maintain IT systems or applications          

·         Gather systems requirements from customers (internal and/or external) and ensure users sign-off requirements specification

·         Provide maintenance support to customers (internal and/or external) by investigating and rectifying reported systems shortcomings

·         Analyze requests for enhancements/changes and write amendment/ program specification

·         Update system documentation

·         Perform and manage stages of the SDLC and participates in the systems review with Project Manager

·         Understand the interdependencies of the services (application, system, network and database) and able to pin-point problem areas accurately to improve overall efficiency

·         Design and document system architecture and propose appropriate technologies and tools required to implement systems; and ensure users sign-off design specification

·         Use development tools to develop applications for better productivity

·         Develop test cases, conduct load test and tune the performance of systems to meet SLAs

·         Deploy systems to production and provide post-implementation support

·         Document Users' Guide and Systems Manual                    

·         Conduct briefing and training sessions to users

·         Provide technical guidance to junior colleagues in their work

·         Keep abreast of technological advancement, emerging standards and new software or hardware solutions that may affect decisions on systems building or enhancements

Any other duties as and when assigned

Technical Specific Requirement

·         Experience in .NET Framework: VB.Net/C#, ASP.NET, ADO.NET.XML, Web Services, VSS, and SQL Server Possess MCPD on Microsoft .Net/Sharepoint or any other relevant certifications would be advantageous

·         Good interpersonal and communication skills

Microsoft BI Developer

Microsoft BI Developer

Key Skills:

• Proven experience in Data Warehouses, Cubes and Reports design.
• Strong development Experience with Microsoft SQL Server Analysis Services 2005/2008, SQL Server Integration Services 2005/2008. Minimal 1 year hands-on SQL Server 2008 and 3 years SQL Server 2005.
• Well versed in writing complex MDX queries and advanced understanding of the major Transformations/control flow items, Configurations, Event Handlers and SSIS custom components.
• Familiarity with KPI best Practices, Excel and SSAS integration, SSAS security.
• Performance troubleshoot SSIS package, slow running MDX queries and cube processing.
• Understand the impact a process change might have on the system and be able to guide process definitions accordingly.
• Able to efficiently communicate technical needs and objectives.
• Ability to work with minimal supervision.

Good to have:

• Programming with Transact SQL, .net and Windows Powershell
• SQL Server Analysis services Database upgrades.
• Administration of SQL Server 2000, 2005, 2008 Database Engine.
• Experience in planning system resource capacity for SSAS and SSIS.

Desired Profile:

• Strong & proven BI Developer experience
• Certification MCITP – Business Intelligence Developer;
• Tertiary qualifications in a technical or business discipline would also be an advantage
• Excellent communication & documentation skills;

Soft Skills:

• Must have excellent written and oral communication skills and be well organized.
• Interact internally and externally on a daily basis to achieve department / work unit goals.

Education:

• B.Tech/MCA/B.E/M.Tech/MS. -  Computers, Electronics/Telecommunications
• Experience: 3 - 6 years

 

 

Support Engineer - ADS

For one of the TOP IT Company based out of Bangalore

The Role

A Support Professional is responsible for providing quality support for Microsoft Windows Server with a high degree of customer satisfaction; provide responsive and reliable technical solutions and information to Microsoft customers.

Responsibilities:

·         Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft products.

·         Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; that may include support of additional product line.  Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.

·         Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.

·         Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Tech Leads and escalation resources when appropriate.

·         Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.

·         Consistently share best practices with team members.  Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts. Ability to develop and deliver “in depth” technical training to other engineers.

·         Write complex technical articles and sample programs for knowledge base.

·         Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

Candidate Profile

·         Strong Experience in Active Directory Services.

·         Strong Experience in  ADS, Group Policies, FSMO Roles, DNS Zones, Replications etc

·         MCSE – Windows 2000

·         Additional Technology Certifications – Cisco, Novell, Unix, Security etc (Preferred)

·         3+ years of experience in administering Microsoft® Windows 2000 Server and Windows 2003 Servers.

·         Good English Communication Skills - Spoken and Written (including technical writing)

·         Strong Trouble Shooting and problem solving skills

·         Excellent customer Service skills and effective learning skills

Critical Exposure areas & Technical Specifications:

·         Strong Experience in Active Directory Services.

·         Strong Experience in  ADS, Group Policies, FSMO Roles, DNS Zones, Replications etc

·         Trouble shooting and problem solving skills.

 

The position requires working in NIGHT SHIFTS and providing VOICE-BASED SUPPORT

 

Bid Manager

The Role: Bid Manager leads the bid/pursuit process (proposal response) end-to-end & works with the Sales, Delivery, Solution, Practice, Legal, Pricing and other partnering teams to create & deliver winning proposal.

Roles & Responsibilities:

·            Leads Pursuit Process – Opportunity Qualification, Solution Approval and Deal Approval

·            Project Management of all aspects of pursuit from kick-off through Bid Submission

·            Establishes & manages pursuit calendar with key review/ pursuit milestones

·            Formulates the pursuit team by reaching out to respective functions within the organization [Sales, Solutioning, Delivery, Practice, COE, Finance, Legal, RE etc]

·            Runs pursuit strategy along with pursuit team/pursuit leader to establish WIN themes

·            Responsible for Creation, tracking and controlling proposal response document & documents required for review checkpoints

·            Provides vertical specific collateral and case study support

·            Extends Pursuit specific market intelligence to pursuit team from Market intelligence Team  & Content Support from content development team

Preferred Qualification / Experience:

·            BE/BBA/BSc with MBA with experience in IT services with 4 - 8 years experience.

·            Strong domain understanding &  experience working with any of the following industries such as Healthcare & Banking and Finance

·            Must have experience in pre-sales or technical support in areas like Apps Development, Apps Maintenance, and Enterprise Services etc & should have worked on Outsourcing deals.

·            Experience in using standard market research tools viz., Google research , Hoovers etc to bring intelligence for an ongoing opportunity

·            Demonstrated track record of successful Bid Management, of large, medium deals.

Skills:

·            Excellent verbal and written communication skills.

·            Strong Analytical & interpersonal skills with Proficiency in MS Office  

·            Self-starter  with ability to define and refine strategy for effective results

·            Assertive personality with enthusiasm to work in a changing, fast-growth environment.

·            Business-savvy individual with proven stakeholder management and people skills.

·            Ability to understand the requirements of the customer and map it to the expertise and skills within the organization