Assistant Manager - Technology

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Role : SDM AM Support

• Single Point of Contact SPOC for Technology With respect to Operations.
• Primarily client/user facing.
• Desktop Support Experience or Network Support Experience and solid understanding of ITSM process
• Building a personal relationship with both internal & external clients
• Support business operations to meet Technology SLA across centers / clients handled.
• Monitoring overall performance of services
• Track and Maintain Client SLA(Internal & External)
• Building service reports
• Identifying the reporting requirements
• Ensure timeliness and accuracy of SLA, uptime and call Analysis reports
• Service reporting and sponsoring service review meetings (Daily, weekly and monthly SLA review with the clients)
• Managing customer expectations
• Weekly/monthly conference calls with on all areas of technology support functions.
• Would be responsible for technology and systems availability, technical SLA management with internal/external clients, Developing of IT service continuity plans with SMEs
• Review SLA report on a daily basis, carryout call analysis and feed the results back to technology for proactive actions.
• Work with Incident Management team and respective other departments for faster restoration of services
• Good communication around issues and opportunities – get things done, make things happen
• Manage Customer VOC w.r.t Technology
• Manage all change controls, ramp ups, and escalated complaints (only high business impacting). Involve service support, solution design and project management teams if needed.
• Ensure all established processes are being practiced for operations interfacing with technology and support desk.
• Building Service improvement plans
• Work with Support managers to build capacity plans
• Understand the client technology solution and find areas of improvements
• Removing all obstacles to customer satisfaction and / or financial performance
• Working in a typical ITIL/ISO20000 frame work
• Vendor / 3rd party management responsibilities