GROUP MANAGER

For one of TOP IT Company based out of Bangalore

Purpose:

This position is responsible for managing all aspects of the service delivery operations, customer interaction and working with peers to drive strong people management and implement quality initiatives at organization. The role is also responsible for developing an organization prepared to handle people and business growth, group level financial responsibilities and regular business change, while delivering responsive and quality support services to all customer segments.

Responsibilities:

Customer Interaction:

·         Analyze and incorporate customer feedback and statistical quality and quantity metrics into all areas of service delivery planning

·         Manage all "executive escalations" and work with the critical problem resolution group as needed

·         Manage critical problem resolution relationships, content teams and product improvement efforts to ensure product and support needs are being addressed

·         Own business reviews made to senior management on a monthly/quarterly basis to represent the state of the business and its challenges.

Service Delivery Management:

·         Define, develop and implement highly successful service delivery strategies and programs in conjunction with the related stakeholders to ensure consistent cross-site, and international support that map to organization's overall corporate goals

·         Develop, define and implement service delivery strategies to meet the support needs of customers of technology across multiple sites along with coordinating worldwide service delivery with regional support centers

Financials:

·         Drive utilization across the service delivery organization in compliance with the goals.

·         Manage the overheads in the business and ensure that there is optimum usage of a Manager’s span in terms of headcount.

·         Create yearly hire plans and manage staffing to meet service delivery productivity goals for respective products and services

·         Manage a travel budget for the organization.

People Development:

·         Be directly accountable for developing team managers and top quality support personnel that can provide technical leadership to the cluster

·         Responsible for performance management and evaluation, career development and all group employee compensation changes

·         Manage hiring and readiness for all employees in the organization – partnering with internal as well as external partners.

·         Manage and maintain high levels of employee satisfaction and commitment

Experience/Education & Requirements:

·         Minimum of 10 years of experience in a management position in a technology environment with 5 years of people management experience

·         Managing a full unit financial budget and P&L

·         Effective negotiation skills across culture, distance & proven ability to handle difficult & sensitive situations involving the most critical & politically charged situations

·         Excellent communication (both written & verbal presentation) skills in English

·         Proven ability in managing, motivating & retaining quality staff

·         Experience on organization change management

·         Experience in managing a virtual team

·         Ability to demonstrate business leadership across global and regional stakeholders.

Personal Characteristics

·         Active team leader

·         Achieves results that are highly dependent on collaboration, leadership & the ability to effectively balance short & long-term needs on a broader scale

·         Creates team plans & schedules that span multiple products or cycles

·         Articulates clear vision & generates enthusiasm within group

·         Able to suggest multiple solutions to major, complex problems

 

 

 

 

Delivery Head - Cards & Payments

For one of the TOP IT Services Company based out of Chennai

Domain Experience

·         Must have worked on any major Credit card / Payment product for a large client.

·         Must have in depth knowledge of acquiring or issuance side of Cards Business.

·         Must be involved in building domain competencies and capabilities within organization.

·         Must have owned the RFP for a large client on Cards and Payments related work with minimum TCV of USD 5 Million.

·         Should be able to guide / Challenge the team on functional requirement / response.

·         Should have been involved in end to end delivery of Cards and Payments for last 5 years.

Delivery

·         Should have experience in Understanding and Owning SLAs and penalties for Cards and Payments Accounts.

·         Should be able to Identifies and assembles appropriately skilled resources to meet project/program needs and requirements, including sub-contractor selection

·         Should have experience in Proactively assessing account/program level risks on a continuous basis and implements contingency measures

·         Should have experience in Overseeing project/Program requirements, scope and change management issues and ensures issues are proactively surfaced and resolved

·         Should have experience in Initiating/participating in program level reviews.

·         Critical thinking and decision making skills

·         Self-driven and self-motivated, can-do attitude

·         Results oriented, able to handle multiple projects and priorities simultaneously

·         Able to work under pressure and meet deadline requirements, complementing a proactive and flexible approach with a resilient and results oriented nature

·         Proven ability of managing large teams of at least 200 people

Client

·         Ability to Ensure client satisfaction by managing all aspects of delivery

·         Ability to ensure adherence to legally binding requirements and client's long-term goals

Financials

·         Ensures that the target Gross Margins are achieved

·         Provides sign off on all proposals for delivery perspective

·         Monitors and controls the resource utilization under the organizational guidelines

People

·         Ability to build a strong leadership team

·         Ability to mentors and trains Project Leads/Managers in Project Mgmt methods, procedures and activities  

·         Ability to builds strong culture within the team that reflects Organization values

·         Ability to conduct Performance Assessments for team using organizational performance management guidelines and provides inputs for IDP and supports its execution

·         Makes effective contribution to organizational activities such as training, interviews, new initiatives, etc

·         Employee Retention

·         Meeting the Gross Margin as agreed

 

 

Partner Technical Consultant - Sharepoint

For one of the TOP IT Company based out of Bangalore

Roles and Responsibilities:

·         Offering targeted technical engagements with Gold Partners by identifying opportunities and providing services proactively

·         Organization/ Delivery of services such as Technical Webcasts, Presentations, Skills Transfer, Orientation and Planning support to partners on Microsoft Solutions

·         Offering Partners Support Request Management by establishing supportability guidance and options

·         Offering Account Management for support benefits partners receive

·         Offering Escalation Management for Account and Support related issues

·         Acting as an Information Concierge by proactively offering security bulletin, white papers and other technical resources relevant to partner

·         Offering monthly partner feedback, satisfaction and planning meetings to determine how best to support their partners experience

·         Build and sustain a relationship with the primary technical contact for the partner and ensure the highest level of satisfaction with respect to services and support programs offered

Candidates Profile

·         Hands of Experience of working on MOSS(Microsoft office SharePoint server) 2007-(around 1.5 - 2 years or more)

~        Installation & Deployment/Migration

~        Backup /Restore

~        Knowledge of Search Configuration

~        Authentication & Authorization (User permissions etc)

·         Basic Knowledge of Windows Active Directory

·         Basic Knowledge of IIS 6.0/7.0 Administration

·         Basic Knowledge of SQL Server 2005/2008 Administration

·         Current MCSE, MCDBA, MCAD, MCSA or other Microsoft Premier certification(s) in the technologies supported

·         Demonstrate passion for MS products and technologies

·         Advanced technical problem solving skills

·         Experience delivering technical presentations

·         Excellent Communication Skills. 

·         Total Experience: 2.5 – 9 years                   

Reporting to: Team Manager 

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

 

 

 

Tech Lead - Cognos

Experience      : 8+ Years
Job Location   : Delhi/NCR
Job Summary:

The Technical Lead role is responsible for performing strategic, tactical, and operational analysis of a system and leads the development of the high-level design (HLD) for larger system solutions and/or enhancement projects. This role is a technology expert and acts like a technical subject matter expert, increasing depth in one or more system area or breadth across multiple system areas.
The Technical Lead role may be accountable for the delivery of multiple projects at a time and is typically responsible for managing multiple projects with 5 -10+ developers. The Technical Lead role participates in short and long term systems planning.
Key Responsibility Areas:
Requirements Elicitation, Understanding, Analysis, & Management

·         Understand the project's Vision and requirements, and contribute to the creation of the supplemental requirements, building the high-level technical specifications for a particular platform and/or service solution.

·         Review functional and non-functional requirements for adequacy of completion

Design

·         Responsible for ensuring that the technical design meets business requirements.

·         Scope the projects from a system's perspective, develop high-level implementation plans, lead systems requirements meetings, identify issues, complete gap analysis and scoping, and act as a liaison to subject matter experts as needed.

·         Analyze the system development (analysis, configuration, and testing) of the technology platform for client systems.

·         Complete detailed analysis on service modules and units to ensure consistency with client requirements.

·         Responsible for overall management of the implementation/support of client system modules.

·         Create High-Level Design (HLD)/Integrated System Design that defines the system technically and submit it for review.

·         Review Low-Level Design (LLD)/detailed technical design to ensure adherence to HLD before the start of code development.

Development & Support

·         Assist with the deployment (or migration) of code/new system updates to the production environment.

·         Participate in the problem-solving process, and identify the impact of other groups' activities on systems/technology.

·         Respond to and resolve escalated issues.

·         Plan, execute, communicate, verify, and sign off all stages of the deployment process.

·         Review analysis and tests, providing service specific expertise.

·         Act as a subject matter expert for the service and provide guidance to resolve detailed system-related issues.

Experience:

8 + years of industry experience in Cognos Report Studio 8.2, good understanding of RDBMS concepts and be proficient in SQL, good analytical and problem solving skills, experience in Cognos Framework Manager and with atleast 2 years of experience in leading a team of 5 to 10 members.