Role : Azure Tech Support

Experience : 7-12 Years

Notice Period : 30 days or less

Location : Bangalore, Hyderabad

Job Description:

12+ years of overall IT experience including 3+ years of experience in leading/Managing a team as an Operation Manager or similar role. 

Must have working experience in Windows VMware administration and Azure /Cloud fundamentals. 

Oversee day-to-day operation of the team and address gaps where necessary. Collecting, Analysing, and Reviewing Data & feedbacks, Measuring Customer Satisfaction, Assist Continuous Service Improvement Plans. 

People Management: Training, Staffing, Coaching, Induce Motivation, Inculcate Teamwork using different Team Building Activities 

Performance Management: Taking Team Reviews, Measure Productivity and Performance Reporting (Daily, Weekly, Monthly, Quarterly and Yearly). To be able to mentor and coach team to achieve their goals. 

Strive for customer satisfaction and good customer experience.

Ensure daily/ weekly/ monthly KPI targets are met by the Team. 

ITIL process knowledge – must have working experience in ITSM tools. 

Must have problem management and analytical skills. 

Handle and manage escalations effectively (Internal and customers). 

Be part of monthly team’ roster planning and take decisions accordingly. 

Must take part in lateral and campus hiring events as required.

Good to have.

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To be well versed with Internal/ External Quality Audits.

Take part in client calls and ensure delivery parameters are communicated effectively. 

Oversee Quality Team activities to ensure RCA’s are performed and shared with customer as per agreed timeliness and with quality.

Oversee Incident Management Team activities to ensure timely case assignment and ensure ZERO SLA misses. 

Must have excellent communication, interpersonal skills, decision-making skills, and presentation skills.

Experience with team management, and people management