About Job CTC Undisclosed Job Location Noida/ Greater Noida Experience 6 - 8 yrs Description Experience

2.5-5 Years

Skill (Primary)

SNOW(Apps)-Cloud based Application-ServiceNow CSM & FSM

Qualification

B-Tech

Location

Noida

** (Posting).**

RoleCFS Manager Responsible to meet contractual obligations and client expectations. Responsible to meet overall customer satisfaction metrics. Strengthening our capabilities across all levels. Coordinate with SDM and other Operational Managers in planning and conducting the Business Reviews and following up with the client as actions flagged out of the Business Reviews. Manage SLA breaches and action plans for the same. Manage:

SLA CSAT Attrition
Manage BAU Steady State 24x7 Operations for Tools, Process and Compliance. Resource management, Employee retention, motivation and training. SLA and Management reporting. Strong focus on quick incident resolution. At least 6-8 years of experience in managing Infrastructure services, to work in critical client facing situation. Practical hands on for Capacity Management, reporting s and trending s. ITIL process definitions and implementation. Automation & Innovation focus to Enhance operational efficiencies. Customer Satisfaction responsibility Certifications: ITIL V3 Intermediate, Expert Preferred Auditing expertise in any ISO 9001/ 20000/ 27001 standard

Skills Required

Excellent communication skills Documentation Management ITIL Process expertise Good people management skills 6-8 years experience in IT and Infrastructure Management Managing SLA, project Management, KPI, KRA, service management, Team Management, Incident Management.

(1.) To provide support for on call escalations and doing root cause analysis of given issue
(2.) To independently resolve tickets within agreed SLA of ticket volume and time
(3.) To adhere to quality standards, regulatory requirements and company policies
(4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

Locations - INDIA, Noida