Operation Manager

Job Description:

Operations Manager is fully responsible for e2e NOC operations, Supply, Planning and Competency Development of resources to support delivery. Also to monitor of SLA, scope & costs related to the remotely delivered services.

Ensure operational excellence by implementing a process to continuously monitor and improve Services business execution performance

Responsibility 

• Responsible for e2e NOC Operations rigor and maintaining processes and KPI’s along with continuous improvement and automation.

• Manage people and performance and invest necessary effort on development of direct & contract staff

• Be Accountable for Resource supply planning, deployment capacity planning and competence development through Competence Inventory Management and Cross Competence Development

• Ensure effective utilization of resources,

• Responsible for Attrition management and retention strategies

• Drive cost saving programs, maximum cost recharge for services provided

• Provide support to solutioning during pre-sales engagement

• Ensure governance and contract expectations are met as per contract and SLA/OLA

• Regular audits of data to ensure operations process adherence

• Necessary stakeholder management

• Liaise with departments for appropriate support

• Align to New Service Improvements

• Responsible for maintaining bellow performance indicators

• Project Target Agreement (PTA) implemented for remote delivery scope

• Cost Baseline Adherence (CBA) - (FPO and SPC)

• Event Based Customer Satisfaction Survey Scores (Related to remote delivery scope)

• Employee Engagement Index (EEI) and Attrition%

• Efficiency Target & Operational Non-Financial KPIs

• Supply Accuracy & Competence

• Interfacing with various stake holders (eg Streams) and regional  teams for smooth functioning of the project

• Regularly collect feedback from regional team on quality challenges.

• Analyze and prioritize learning that is to be implemented across the organization

• Planning and supporting the usage of relevant tools, and processes in the Solutions Architecture team

• Ensure correct and timely filling of WTR for all employees

• Broad and sound knowledge of respective technologies.

• Solution oriented person, analytical and fact-based style, ability to collaborate across organizational boundaries

• Responsible for proactively managing customer needs and expectations

• Escalation handling

• Interfacing with other Technical/Circle Teams for faster resolution

• Governance meeting with internal & external customers.

• Responsible for meeting Targets and mass rollouts set by region.