Operations Manager

Experience - 8 to 10 years

Location – Hyderabad

• Provide support as per the scope with dedicated onsite team who will provide
• support to end users for their technical issues – Problem management, Incident
  
  

Management, Change Management

• Understand and identify the different types of managed elements i.e. IP phones, Voice
  
  

gateways, Voice Recorder & Application i.e. CTI, LCM

• Provide information on inventory of the elements hosted at Customer premises as
• required
• Ensure details are captured and tracked related to activities performed by onsite team, and
  
  

ensure handover to next shift person, during shift rotation time is done

• Ensure support for the Customer’s Contact centre devices, any other support as required
  
  

by other team.

• Coordinate with various user functions for requirement gathering and support, this is
  
  

applicable for the change management considered in scope of this SOW.

• Prepare User Guides and train users on newly developed Systems/Applications. This is
  
  

applicable for applications developed onsite by the Managed Services team.

• Coordinate with various user functions for requirement gathering and support for
  
  

applications that will be developed onsite by the Managed Services team.

• Daily/Weekly/Monthly/Quarterly Dashboard to be shared with customer.
• Coordination with Cisco and other 3rd party vendor for major incidents.
• Managing tickets related to UCCE, Harmony, List & Campaign manager for locations as
  
  

per baseline in Schedule A.

• Supervising Webex sessions for Incident resolution when required.
• Periodically track, trend and report Incidents / Problems / MACDs / Changes.
• Manage and report Root Cause Analysis (RCAs) for Incidents/Problems.
• Coordination and follow up with OEMs / Respective Vendors for infrastructure &
  
  

application issues.

• Periodic meeting to review & discuss the support activities (engagement) happening on
  
  

the solution under scope and discuss the action items moving ahead.

• Support activities like incidents/ problems/ changes/ MACDs reported, performed or
  
  

pending.

• Monthly invoicing with partner and budget calculations forecast
  
  

Skills: managed services,management,operations,customer,application,change management,calculations,cti