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Service Delivery Manager IRC236392
| Job: | IRC236392 |
| Location: | India - Gurgaon |
| Designation: | Assistant Manager |
| Experience: | 10-15 years |
| Function: | Content Engineering |
| Skills: | AWS, CloudFormation, Operations Support, Team Leading |
| Work Model: | On-Site/Office |
Description:
We offer:
- Interesting and challenging work in a large and dynamically developing company
- Exciting projects involving the newest technologies
- Professional development opportunities
- Excellent compensation and benefits package, performance bonus program
- Modern and comfortable office facilities
Requirements:
1. 10+ years of experience in handling support teams with at least 4+ years of experience managing a team
2. Excellent People Management Skills
3. Prior experience leading a client-facing support team for international markets
4. Work experience in creating, configuring and managing AWS services e.g. EKS, Elasticsearch, Transition Gateway, CodeCommit, AWS Backup, AWS System Manager, Security hub, VPN connections, Route Tables, NACL, Inspector, Route53, IAM policies, Control Tower, EC2, VPC, S3, ELB, RDS, Route Tables, Cloud Watch, CloudFront, PaaS Database etc.
5. Stong understanding of Linux and Windows operating systems including patching, compliance and vulnerabilities management
6. Strong understanding of support team metrics and SLAs
7. Excellent verbal and written communication skills
8. Excellent planning and organizational skills
9. Strong presentation skills and ability to motivate teams
10. Knowledge of MS Excel and PowerPoint
Job Responsibilities:
1. Act as the point of contact for the designated business departments
2. Stay abreast of business strategy, goals, objectives and operational performance of the designated departments
3. Lead from the front, take accountability and ownership while earning the trust of the team and customers
4. Should be creative, inquisitive and curious to think around technology options under constraints
5. Plan, direct, and coordinate activities to manage and implement complex programmes from contract /proposal initiation to the final operational stage
6. Develop and grow a team of Support Engineers to deliver technical support
7. Manage team productivity and performance by instilling a metrics-driven culture
8. Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
9. Participate in SEV1/2 incidents, problems & change management calls
10. Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
11. Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for the team
12. Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance
13. Conduct quarterly reviews with customer leadership
14. Demonstrate strategic thinking to plan and execute medium/long-term initiatives
15. Serve as a manager, mentor, knowledge resource, and escalation point for support agents and build credibility & trust within the support group
16. Foster and facilitate the professional growth, engagement, and development of team members
17. Manage workflows and schedules for direct reports and ensure adequate workload coverage
18. Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
19. Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management
20. Drive continuous improvement in processes through innovation and automation and cutting-edge technology.
21. Staffing/People Mgmt
What We Offer
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!