Job Description

Scope:Follows established procedures on routine workRequires detailed instructionsYour Roles and Responsibilities:Provides weekly operational updates including action items.Communicate effectively, maintain and establish a good rapport team and client.Assist with maintaining and monitoring ad-hoc project plans/schedules, work hours and expenditures.Assists with identifying operational/project issues and/or escalating the issue to the team lead.Attending and participating in client meetings as required.Documents and follows up on important actions and decisions from meetings.Collaborates with various regional teams for ticket resolution.Work closely with the Facility providers and Smart Hands to drive the issues.Working with the Hardware vendors ensuring the RMA shipments to and from Facilities.Assists with daily monitoring of the ticketing system and resolving them under defined SLAPromote a culture of effective communication, continuous improvement and innovation through teamwork and business process reviewsAssists with identifying trends or recurring problems and escalates to team lead for resolution.Assists with identifying and collaborating on new process improvement opportunities.Helps to develop and maintain knowledge and skills and keep up-to-date with new processes and procedures.Works closely with SDMs/Project Managers to understand and maintain focus on their analytical needs, including assisting with identifying critical metrics and KPIs, and delivering actionable insights to relevant decision-makers.Backup to the Team Lead and driving operational reports as and when requiredEffective training and mentoring capabilityHas experience in coordinating with hardware vendors and different facilities on logistics, inventory & shipment related activitiesMentoring the team on new processes as well as training the new joinees.Required to work on oncall roster and preparing/participating in daily handovers.Generate KPIs and operational reports to customers on a timely basisTrack programme status, deliverables, timeline and training status throughout the overall programme progress against committed goals with the Functional Groups.Provide administrative support for operational and workgroup meetings.Identify and implement process improvements primarily within Functional Groups and/or respective programmes.Providing support to the Program Manager to deliver or execute the deliverables on a timely basis.Should have an experience in driving models like - Change Management, Escalation Management and Ticket ManagementOther duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this positionRequired Qualifications/Skills:Bachelor/Diploma preferably in Information Technology or Engineering and 4+ years related experience and/or training; or equivalent combination of education and experience.Flexibility essential - the role requires both office and remote commitments, as well as being willing to occasionally adjust work hours due to work with regional colleagues.Familiarity with Microsoft Excel and Google SuiteExcellent communication skills, both verbal and writtenPositive attitude and dependableExcellent customer service skillsAbility to work both within a team and independentlyAbility to multitask and prioritize workload in a fast-paced environmentAbility to use good judgment, as well as problem-solving and decision making skillsAbility to maintain confidentiality and professional decorumGood to Have:Knowhow of operations inside DatacenterSQL coding and knowledge on Data AnalyticsExperience in managing a team as a Team Lead

Astreya