Application Monitoring-5 to 12 yrs(Bangalore)

Below is the JD
Roles & Responsibilities • Maintain as-is operation processes of IMOC
• Define new processes for operation
• Define Email templates for operation
• Define guidelines for escalation – Mail / Verbal
• Define call quality and ticket quality
• Define Training framework for IMOC operation resources
• Define training simulations for grooming operation team
• Train the operation team on processes and behavior as per guideline
• Ensure process and behavior compliance of the team
• Act as a key member of IMOC Transformation program
• Collaborate with multiple stake holders across the board


Required Skills and Competencies • 10+ years of experience in Industry with at least 3 years of experience in
o Infrastructure services business
o Process and Behavior training framework
o Operation management / governance
o Team / Resource management
• Should have experience in define and manage processes, governance practices, and training framework
• Should have capability in Behavior and Process training for both entry level and lateral resources from the industry
• Should be proficient in mentoring operation team on ground for successful transformation / grooming.
• Should have working knowledge in IT Infrastructure operation and client handling / management
• Experience in IT Operation simulations / training
• Knowledge in ESM or/and ITSM Tools (Open source or/and OEM)
• Should have experience in Teaching / Grooming people
• Good communication skills both verbal and written
• Good interpersonal and collaborative management skills
• Commitment to high professional ethical standards in a diverse workplace
• Work experience in Mid / Large size IT Infrastructure service organization
• Proficient in MS Power point, Excel, Word, and Outlook
• Experience in handling Client visits (Demo / Presentation) is desirable
• Experience in design & implementation of Lab (IT) Infrastructure is desirable


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please share your cv and below details asap over mail;
current ctc(fixed):
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expected ctc(fixed)also mention if its negotiable :
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thanks and regards, debanjali,HR.