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Infrastructure Services Manager
3 months ago
Wipro Limited is a leading technology services and consulting company, dedicated to creating innovative solutions that tackle clients' most intricate digital transformation needs. With a holistic range of capabilities in consulting, design, engineering, operations, and emerging technologies, we help clients achieve their wildest dreams and establish future-ready, sustainable businesses.
Recognized globally for our comprehensive service portfolio, strong commitment to sustainability, and good corporate citizenship, our team of over 250,000 employees serves clients in 66 countries, ensuring they thrive in an ever-evolving world.
Job Title:
Infrastructure Services Manager
Location:
Skokie, IL
Language Requirement:
Proficiency in English (Reading + Writing + Speaking) is mandatory.
Certification Requirement:
Non-native speakers must have JLPT N1 certification exclusively, along with a minimum of 2 years of experience in voice support for customers. Additionally, a test of spoken and written English proficiency, as well as technical IT knowledge in English, is required.
Shifts:
24/7
Role Purpose:
The Service Desk Manager oversees a delivery center to ensure all metrics are measured and adhered to. They are responsible for key measurements, service levels, and critical deliverables for SD services.
Main Responsibilities:
- Oversee the performance of a delivery center, ensuring standards, measurements, and reporting of metrics are met.
- Take responsibility for processes, escalation, and knowledge management within the DC.
- Manage new transitions and integration with existing teams, including knowledge acquisition, documentation completion, infrastructure management, and associated requirements of new transitions.
- Conduct operations reporting and governance meetings as needed.
Major Activities:
- Manage all activities in the delivery center.
- Coordinate Knowledge Managers, Escalation Managers, and Incident Managers, ensuring alignment.
- Support the Global Service Desk Manager in resource demand and capacity for the delivery center, striving to meet demand and deliver required capacity in line with WFM requirements.
- Ensure implementation of process changes.
- Implement performance reporting for all SLAs and KPIs, ensuring adherence to SLAs.
- Review and follow-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center.
- Perform reviews on ticket ageing and conduct pending ticket analysis with Team Leads.
- Review escalations and implement corrective and preventive actions at the DC level.
- Initiate and manage the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP).
- Supervise team performance and ensure their qualification.
- Attend monthly quality meetings, BMC Remedy Resolver Group Team Leads meetings, and the SD Monthly Call (SDMC).
Wipro is an Equal Employment Opportunity employer, making all decisions regarding employment and related matters without bias based on a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other protected status according to the law.
