We are hiring for Sr. Manager Managed Service Operations - WLA for Bangalore in a leading DTH Company. The Position is responsible for leading ATM Service Operations at our Managed Service Centres across India.
Managing ATM Uptime & Availability Ensuring ATM Uptime and Service Levels are met by Managed Service Centre in line with the BTI Contract.
Continuous supervision on the Open Tickets , Ticket Closure Quality and Process to ensure adherence of correct process to avoid any repeat occurrences Controlling/decreasing the ATM Incidents by tracking the reasons for repeat issues, escalating priority issues to the process owners
Improving FLM Closure efficacy by training service associates and conducting feedback meetings with ATM Operations Team at BTI and Process Owners.
Continuously improve ATM monitoring processes and ensure implementation at BTI and Managed Service Centre.
Driving Complaint management and RCA for Repeat and Chronic ATM issues
Managing MIS/ reporting requirements for BTI from Managed Service Centre.
Updation and Knowledge transfer pertaining to new process introduced by BTI to the MSC.
Reviewing Managed Service Centre performance with the management team from BTI and MSC Leadership on a weekly and monthly basis.