Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Assistant Vice President – IT Ops
You will be leading a large portfolio in the form of the Infrastructure and Operations teams, with overall responsibility for technology infrastructure deployment for various projects. This is an exciting opportunity to work with cutting-edge technology and drive innovation within the company. You will be at the forefront of Automation and Cloud Ops, driving the adoption of new technologies and processes to improve the efficiency and effectiveness of our IT operations.
You should also have experience in driving a team, manage the team remotely across geographies and evaluate performance
Responsibilities:
Strong orientation to Technology Operational prerequisite e.g. Metrics, KPI and associated reporting
Technical understanding of Service Management tools and associated Metrics, KPI and reporting
Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations
Manage the help desk team and evaluate performance
Should be able to manage teams remotely and across geographies
Manage business relationships with stake holders to guide and influence successful delivery of service in accordance with service level agreements/contracts/user experience/leadership guidance
Supporting Organization projects from IT perspective to meet organizational goals
Recruit, train and support help desk representatives and technicians
Contribute to improving customer support by actively responding to queries and handling complaints
Leadership interaction and handling business escalation
Drive critical global failures impacting IT operations
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on help desk team’s productivity
Provide customer feedback to the appropriate internal teams, like product developers
Strong workforce management skills
Knowledge Management of various documentation to drive operational efficiency
Understanding of Ticketing system and associated changes impacting IT OPS
Qualifications we seek in you
Minimum Qualifications
B-Tech, BCA, Graduate
Technical certifications in Cloud, Network, Virtualization
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Excellent written, verbal communications and analytical skills
Global Team management skills
Preferred qualifications
Preferred inclination to Digital technologies like IT automation, Chatbot and AI etc
Proven work experience of Service Delivery, Governance
Sound understanding of Multimedia Call Center Technologies and various channels of support
Should be able to deliver on Tight timelines and Demonstrate success achievement orientation
Should have in depth understanding of ITSM
Exceptionally high motivational levels and needs to be a self-starter
Sound Understanding of IT Budgets and HC
Strong Executive Presence to be able to manage Senior Leadership
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training