Team Lead

Experience – 6-10 years

Budget – 6-8 LPA

Account – Kotak

Location – Goregaon

Skill – Desktop support Site Incharge/TL

JD – below

Roles and Responsibility

• To ensure that service norms committed to the customer are met
• To ensure implementation and maintenance of Quality Management Systems in the respective accounts.
• To prepare Action plan for all Complaints received and drive till closure along with PM
• To review Action plan with Customer before execution
• To undertake SIP and run till successful implementation
• Ensure customer satisfaction by responding to the escalations regarding services offered
• Review performance with the customer periodically during on-going phase
• Ensuring smooth operations for all systems across the IT teams
• Improving on team performance by improving on the SLAs delivered
• Maintain SLA doc for all the activities performed by the team, collect performance data, analyze, and publish
• To ensure implementation of processes for all services covered in the contract
• To escalate the quality issues beyond control to defined escalation point as the case may be
• Conduct weekly review with team, identify gaps and take corrective action
• To conduct final audits for all services
• Responsible to achieve uptime commitment as defined in SLA
• Monthly meeting with the Customer, analyze data & present reports
• Ensure that all NCRs /corrective actions identified in internal and external audits
• To identify training needs for all the engineers working in the accounts handled
• Responsible to achieve uptime commitment as defined in SLA
• Defining and maintaining the Standard Operating procedures
• Preparing and analyzing reports and sharing the same with customers and team Members
• Escalation of site related issues to the Program Manager e.g., Absence of key members of team, indiscipline, Problems with customer setup proactively
• To allocate/jobs to the team at site
• Monthly system release calendar to be maintained and shared with the COPS users
• Ensure the MIS reports in the defined format are shared with all stakeholders as per defined frequency
• Share KPIs tracked on mail and improved with status on quarterly basis at operation manager level with customer.

Contact Detail:

Suman.sharma@raspl.com

hrdhelpdesk1@raspl.com