Infrastructure Manager

Short Description

We are looking for a dynamic, self-motivated individual with experience in providing operational leadership to the WPS delivery operations for a specific region.

Location - Bangalore / Mumbai

Years of Exp - 12 - 16 yrs

Qualifications

  • Graduate/Post Graduate with 12+ years of relevant senior managerial experience.
  • Should have handled technical support teams across multiple global locations.
  • Should have excellent Communication Skills and should be able to successfully interface with customer for technical discussions
  • Should have wide exposure in customer interaction & ability to get into root cause analysis mode
  • Should have experience in strong quality procedures, process & documentation methodology

Job Responsibilities

  • Responsible for creating Workplace Solutions for multiple client projects in terms of meeting the defined SLAs, process management, service improvement and innovation based on technical depth.
  • Owns the communication to customer, regional SPOC’s and Operational team for timely response to escalations and drive resolution to issues and concerns.
  • Review and approve the operational solution, engage with clients on a detailed level to address stakeholders concerns and requirements.
  • Contribution Margin Performance - Innovate, implement process and cost efficiencies and control variations
  • Client Satisfaction  - drive NPC implementation, improvements
  • People Management - Performance management strategies, manage & control attrition, employee growth, skill development and motivation.
  • Quality & Security - manage quality audits and outcome. Take measures to minimize incidents.
  • Responsible for contract management including SLAs, Terms and conditions
  • Bridge between Vendors, change owners and other stake holders.