Harman

Position Summary:

The Shift manager is responsible for the effective and efficient operational support of Ignite product hosted in cloud infrastructure that support all business process across the customer projects

This individual will have a diversified background of cloud technical experience, ITIL project management acumen and excellent vendor management skills. This individual is responsible for operational service management processes to ensure quality, efficiency, productivity and agility goals are achieved.

Supervisory Responsibilities:

Yes. Offshore Customer Team will be Indirect reporting/Or, Individual contribution. Approx size would be 20-30

Shift Manager will work as command center a 1st level management team to manage 1st level escalations and shift related activities.

Job Responsibilities:

List the professional and/or technical competencies needed when performing the key responsibilities of the position.  Explain the degree to which this position affects the business (i.e. making decisions, defining or setting strategy, etc.). Please further explain the breadth of the impact this position has (i.e. affects own team, department, function, division, geography, etc.).

• Supervise day-to-day operations of the 24x7 Tier 2 support team
• Accurately prioritizing incident, request and problem cases in real time based on existing SLA definitions
• Effectively managing crisis scenarios (ex: service interruptions, urgent production bugs, escalation requests)
• Effectively leveraging team members to meet SLAs in times of higher ticket volumes to minimize missed support opportunities
• Being the technical and soft skills lead for Tier 2, ensuring that established processes and procedures are followed
• Promoting effective communication between team members
• Being the Point of Contact for internal and customer questions during the shift
• Working high priority cases and reviewing escalated cases to ensure no high priority cases were missed
• Works with customer operations teams to ensure good coordination of IT changes without impacting business processes.
• Define, document, agree, monitor, measure, report and review the level of IT services provided
• Monitor and improve customer satisfaction with the quality of service delivered
• Monitor service performance against SLAs
• Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
• Review and revise underpinning agreements and service scope
• Produce service reports
• Conduct service reviews and instigate improvements within an overall Service Improvement Plan
• Supports the sourcing strategy, and provides oversight for IT vendors relationship management.

 Basic Qualifications: List the minimum and desired education (including degrees, licenses, certification or registrations) and experience needed to perform the key responsibilities of the position.

• 10-12 years of experience in IT of which at least 5 year experience in customer support projects
• Candidate should be a B.Tech/B.E/M.Tech in E&C or Computer Science
• ITIL/PMP Certifications
• Displays a calm demeanor in critical situations
• Application support hands-on experience (not IT/heldesk support)
• Ability to work in shifts in a 24x7 and night shift for long term (Mandatory)

Preferred Qualifications & Desired Competencies:

• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts
• Prioritizing competing inquiries so that all customers are serviced according to established SLAs
• Communicating technical information in a way that is easy to understand by customer
• Excellent knowledge in Cloud based infrastructure preferably AWS
• Expert in managing cross-functional teams, influencing key stakeholders, across the organization and within complex contexts
• Experienced in establishing ITIL based standard processes and managing performance to achieve key metrics
• Proven experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support
• Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role
• Excellent service management planning and execution skills
• Demonstrated ability to develop and execute a plan that ensures that the right people are in the right roles at the right time, and that employees are highly engaged and satisfied

Leadership:

• Build environment of trust, high performance and engagement by establishing clear goals and a commitment to feedback, development and recognition

Change Orientation:

• Apply original thinking and continuous improvement to processes, products, systems or services and manage change to better serve customer needs

Collaboration: 

• Encourage open expression of ideas; communicate effectively at all levels and build strong relationships

Judgment:

• Demonstrate critical thinking to take appropriate risk and make sound and timely decisions

Results-Driven:

• Take initiative to achieve superior, quality results against internal or external standards of excellence