Managed Services Operations Specialist

Overview

The Managed Services Operations Specialist is a seasoned subject matter expert who works with internal service delivery teams to plan, coordinate and monitor operational activities and processes, ensuring complex services are delivered effectively and efficiently.

What you'll do

• Manage the shift roster and ensure all operations metrics are monitored.
• Ensure shift handover processes are adhered to and managed.
• Manage in-shift escalations from clients.
• Dashboard all key metrics and manage about-to-be-breached situations.
• Ensure services meet the stated service level agreement (SLA) levels.
• Ensure operational deliverables enable cost-effective, client-centric delivery that meets SLAs.
• Monitor the operational effectiveness of support services and develop and implement required improvement plans.
• Balance the needs of the client with the strategic direction of the organization.
• Understand core issues affecting the client and work with relevant service teams to resolve them.
• Identify needs, risks and issues and propose appropriate solutions and courses of action.
• Provide input to Operations Managers and Service Managers during client reviews, such as reporting on service volumes and metrics.
• Perform any other advanced operational tasks as required by leadership.

What you'll need

• Excellent customer service focus.
• Excellent communication skills and ability to prepare structured, relevant communications to operations leaders.
• Excellent organizational skills with the ability to work in a fast-paced, deadline-driven environment.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Seasoned ability to quickly become proficient in delivery processes and related systems.
• Excellent ability to analyze, design and improve operations processes.
• Excellent focus on business outcomes.
• Ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.
• Bachelor's degree or equivalent in Information Technology or Business Administration or related field.
• ITIL foundation certification.
• Seasoned work experience in Managed Services delivery within a large-scale (preferably multi-national) technology services environment.
• Seasoned experience in a service delivery environment including technical and service management exposure.
• Seasoned experience in managing customer escalation situations and objection handling.
• Seasoned Managed Services operations experience.

Details

• Location: Mangalore, India.
• Workplace type: Hybrid.