Team Lead

Experience – 6-10 yearsBudget – 6-8 LPAAccount – KotakLocation – GoregaonSkill – Desktop support Site Incharge/TLJD – belowRoles and ResponsibilityTo ensure that service norms committed to the customer are metTo ensure implementation and maintenance of Quality Management Systems in the respective accounts.To prepare Action plan for all Complaints received and drive till closure along with PMTo review Action plan with Customer before executionTo undertake SIP and run till successful implementationEnsure customer satisfaction by responding to the escalations regarding services offeredReview performance with the customer periodically during on-going phaseEnsuring smooth operations for all systems across the IT teamsImproving on team performance by improving on the SLAs deliveredMaintain SLA doc for all the activities performed by the team, collect performance data, analyze, and publishTo ensure implementation of processes for all services covered in the contractTo escalate the quality issues beyond control to defined escalation point as the case may beConduct weekly review with team, identify gaps and take corrective actionTo conduct final audits for all servicesResponsible to achieve uptime commitment as defined in SLAMonthly meeting with the Customer, analyze data & present reportsEnsure that all NCRs /corrective actions identified in internal and external auditsTo identify training needs for all the engineers working in the accounts handledResponsible to achieve uptime commitment as defined in SLADefining and maintaining the Standard Operating proceduresPreparing and analyzing reports and sharing the same with customers and team MembersEscalation of site related issues to the Program Manager e.g., Absence of key members of team, indiscipline, Problems with customer setup proactivelyTo allocate/jobs to the team at siteMonthly system release calendar to be maintained and shared with the COPS usersEnsure the MIS reports in the defined format are shared with all stakeholders as per defined frequencyShare KPIs tracked on mail and improved with status on quarterly basis at operation manager level with customer.Contact Detail:Suman.sharma@raspl.comhrdhelpdesk1@raspl.com