SD Manager
hace 4 días
HCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.SD ManagerRole and Responsibilities•To manage the help desk staff to ensure consistent and high quality service to the customer's End users inline with all SLA's and KPI'sTo maintain an effective and efficient help desk tightly linked with customer business objectives.Ensure continuous improvement of services provided to customer end usersLiasion for Problem Management System support activitiesAct as technical liaison between help desk, customer business groups, and IM support groupsMaintain technical skill continuity and consistency of help deskby upskilling them as per business needs/clients requirementsDevelop improvement programmes based on the results of customer survey and other measures to meet agreed levelsEnsure operational excellence of the help desk by implementing best practices. Implement Global problem Management and Escalation process.Implement & maintain staffing and scheduling for helpdesk. Ensure that necessary staffing is there to provide adequate coverage and maintain SLA at all timesWork with Application and Infrastructure Development teams to ensure a smooth transition of new h/w and s/w into support by the help deskIncludes preparation of help desk staff to support new technologyMaintain skills inventory of help desk analysts and Work Request Co-ordinators:Evaluate technical skillsDevelop and maintain Training PlanWork closely with Team Leads & SDM/GOM to perform RCA and value add analysis and lead problem resolution effort.Implement complaint handling (management escalation) process for the help desk.Liaison with the training team on issues of staff preparedness, "How Tos", "FAQ's", training, etc. for both helpdesk and for the end user communityShould keep knowledge updated by going through documentation periodically,updating documentation whenever new/change in process.Documentation of help desk processes and manage help desk related projectsLiaison between help desk and other groups on technical support issues:Proactively work with other groups on normal process support issuesReactively work with other groups,gather technical information at outages,reduced services,emergencies or other exceptions from normal processIf you're interested, send us your resume in English to ana.manzano@hcltech.com and apply hereFor latest updates, follow our page:
-
Sd manager
hace 4 días
Guadalajara, México HCLTech A tiempo completoHCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services,...
-
SD Manager
hace 6 días
Guadalajara, Jal., México HCLTech A tiempo completoHCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services,...
-
SD Manager
hace 2 semanas
Guadalajara, México HCLTech A tiempo completoHCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services,...
-
SD Manager
hace 6 días
Guadalajara, Jal., México HCLTech A tiempo completoHCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services,...
-
SD Manager
hace 4 días
Guadalajara, México HCLTech A tiempo completoHCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services,...
-
SD Manager
hace 2 semanas
Guadalajara, México HCLTech A tiempo completoHCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services,...
-
SD Manager
hace 2 semanas
Guadalajara, Jal., México HCLTech A tiempo completoHCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services,...
-
SD Manager
hace 2 semanas
Guadalajara, Jal., México HCLTech A tiempo completoHCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services,...
-
SD Manager
hace 4 días
Guadalajara, México HCLTech A tiempo completoHCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services,...
-
SD Manager
hace 4 días
Guadalajara, México HCLTech A tiempo completoHCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services,...
