SD Manager
hace 12 horas
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 Manager Role 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's • To maintain an effective and efficient help desk tightly linked with customer business objectives. • Ensure continuous improvement of services provided to customer end users • Liasion for Problem Management System support activities • Act as technical liaison between help desk, customer business groups, and IM support groups • Maintain technical skill continuity and consistency of help deskby upskilling them as per business needs/clients requirements • Develop improvement programmes based on the results of customer survey and other measures to meet agreed levels • Ensure 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 times • Work with Application and Infrastructure Development teams to ensure a smooth transition of new h/w and s/w into support by the help desk • Includes preparation of help desk staff to support new technology • Maintain skills inventory of help desk analysts and Work Request Co-ordinators: • Evaluate technical skills • Develop and maintain Training Plan • Work 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 community • Should 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 projects • Liaison between help desk and other groups on technical support issues: • Proactively work with other groups on normal process support issues • Reactively work with other groups,gather technical information at outages,reduced services,emergencies or other exceptions from normal process If you're interested, send us your resume in English to ana.manzano@hcltech.com and apply here For latest updates, follow our page:
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Sd manager
hace 12 horas
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,...
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SD Manager
hace 3 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,...
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SD Manager
hace 1 semana
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,...
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SD Manager
hace 3 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,...
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SD Manager
hace 1 semana
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,...
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SD Manager
hace 1 semana
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,...
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SD Manager
hace 1 semana
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,...
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SD Manager
hace 12 horas
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,...
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SD Manager
hace 11 horas
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,...
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SD Manager
hace 1 semana
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,...
