|
Job Title : Engagement Manager
Location : San Ramon, CA
Duration : Long Term
Job Description :
Skills:
5+ yrs of hands on
experience as a Service Delivery Manager
3+ years hand on
experience in SAP FICO
5 Years’ Experience in Functional
Consultant-SAP-Financials-Financial Accounting
Program Manager –
Manages a Multi Project Program
- Set up L2/L3 service center in
line with the best practices methodology (managing risk, governance,
quality assurance, issue resolution, reporting).
- To plan, set up, run and manage
the L2/L3 Service operations for a global user base with increasing
volume of tickets as and when additional solutions are rolled in to
support.
- Role also warrants interfacing
with other pieces of support structure including – L1, BASIS, Infra,
Transition teams to ensure seamless ticket resolution. To manage the
day-to-day ticket inflow and resolution
- Ensure Ticket resolution as per
the SLA agreed with the customer and ensure highest degree of customer
satisfaction
- To monitor project performance
through various service operations metrics (KPI, SLA, Team composition
ratios, cost, etc.) and ensure effective execution by meeting set
targets
- To interface with Quality
Assurance Groups and ensure that the deliverables are meeting all the
applicable / relevant standards
- Ensure process compliance as
per internal as well as customer standards
- To work with the PMO group
(Global and local) and ensure that all service operations and quality
metrics are properly captured and reported
- To work with Transition Manager
and Template Leads for smooth transition of templates in to support
operations through active involvement in all phases of transition
(discovery, planning, KT, shadowing, reverse shadowing, stabilization)
- Resource planning for service
operations by understanding the ticket volumes and ensuring optimal
utilization of resources deployed
- Monitor cost aspects and
escalate to Delivery Head and Engagement Head well in advance on
deviations and suggested corrective actions.
- Adhere to relevant escalation
processes to escalate resource issues, delayed project phases, missed
deadlines and other planning issues
- Review the service operation
metrics to determine any corrective actions that could be taken to
improve future delivery in terms of cost, quality and customer
satisfaction
Thanks and Regards, Ayesha Senior
Techinical Recruiter Infinity
Tech Group Inc. Contact:
201-449-1061 aye...@infigroup.com Certifications
: NMSDC / WBENC and MWBE Certified Awards
: Fast 50 Asian American businesses in USA – 2008 Partners:
SAS Alliance Partner
|
|
