About this role
Technology Operations leader for EXL
Basic Function: • Responsible for managing day to day Site Operations (Systems, Network, Voice) in line with the Centralized Technology Operations team • Responsible for client service delivery in line with the agreed Master Service Agreement (MSA) and service levels (SLA/s), as per contract • Manage Customer Relationship and act as a first Point of Contact for any Process / Functional Escalations
Essential Functions
• Ensure availability of Technology for Business – End to end ownership for Technology Availability, Service Desk, Site Specific systems, network, Voice environment • Client Portfolio Management – End of End documentation / reporting ready & up-to-date for any business requirements • Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation • Participation in Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders • Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements • Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams • Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future
Primary Internal Interactions
• Business Operations • All Technology Sub-Functions • EXL Internal / External Audit Teams
Primary External Interactions
• Client Teams – especially Client Technology Teams • External Vendors – Primarily for Service Desk Management
Technical Skills
• Good understanding of Networking, Systems, Voice and business applications. • An industry recognized certification like ITIL / ITSM is an advantage
Process Specific Skills
• Ability to interface and communicate at all levels within EXL and Client organizations • Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital • Working knowledge of MS office, MS Project and Visio
Soft skills (Desired)
• Good presentation and interpersonal skills • Excellent problem-solving skills in a cross functional environment
Soft Skills (Minimum)
• Strong verbal and written communication skills (English) • Strong customer service orientation ability to connect with global customers and work with Global teams • Good listening and consultative skills