Openings for the post of Manager – ITS in

Roles and responsibilities

Operational Efficiencies

* Ensures effective deployment of technology processes and systems to support all regional and corporate operations
* Delivers robust and cost effective technology solutions in alignment with overall business strategy
* Ensures efficient maintenance and servicing of network to deliver 99.999 % uptime across all stores, region and corporate
* Responsible for installation, testing, maintenance and service of all hardware and software (intranet website, wiki, SVN, bugzilla, etc…)
* Ensures timely server and database backups
* Develops, tests and implements Business Continuity and Recovery Plans to meet all contingencies
* Derisks the organization by ensuring effective deployment of information security systems, processes and policies
* Tracks technology changes, identify and implement appropriate measures to improve operational efficiencies
* Owns and supports maintenance of information systems, company website, customer call center infrastructure, intranet and internet
* Develops a service orientation towards internal customers

Employee Performance & Management

* Maximises retention and employee productivity while minimising employee cost
* Creates an empowering environment for employees in the team
* Deploys initiatives to maintain a culture of performance across team members

Continuous Improvement

* Develops innovative initiatives to enhance internal efficiencies and effectiveness

Internal Interactions:

* Engineering
* Product Development
* Sales
* Channel Development
* Marketing
* Human Resources

External Interactions:

* External agencies
* Vendors

Skill set

Should have at least 6 years of experience in IT. Should have managed at least department level IT before.

Technical Skills:

1. Should have managed a team of 4-6 engineers
2. Should have process orientation & hands on experience in BPO / Contact Centre
3. Manage escalations from Team Leaders , Customers and Service Desk team
4. Maintain and circulate Daily , Weekly and Monthly MIS reports of IT Escalations
5. Manage and maintain SLAs of Call Center hardware and software for smooth functioning
6. Nice to have - Be able to understand the production systems setup and troubleshoot network level issues
7. Asset Management
8. Should perform regular Internal Audits for system security and health check
9. Excellent analytic & problem resolving skills

Soft Skills:

1. Good presentation & communication skills
2. Knowledge of ISO & ITIL processes is a strong plus.

To Apply for this job click here.

Lakshmi Deepak Kandru

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