Job Description
Should be able to drive team and deliver as per contract and handle customer communication
Oversee the seamless execution of operations for the client
Manage a team focused on Operations
Identify and implement best practices; drive change within the team to strengthen the control framework
Develop and maintain relationships with the Client Management team
Partner with Training team to identify and implement robust training within operations
Stay up to date with evolving regulatory and market events impacting the firm's risk organization.
P&L responsibilities for the operations
People Management responsibilities including hiring, performance management, feedback management, and issue resolution
Excellent communication and interpersonal skills required with the ability to present complex and sensitive issues to senior management
Strong control orientation and analytical skills
Strong interpersonal skills are a must and should be able to work with onshore-offshore business models
Ability to build rapport with internal stakeholders and Client stakeholders
Enthusiastic, self-motivated, effective under pressure, and willing to take risk
Works well individually & in teams, shares information supports colleagues and encourages participation
Ensure adherence to SLAs and processes.
Handle customer escalations
NOC management experience advantage
Good understanding of infrastructure technologies
Liaise with the Customer as a focal point for all high priority & major incidents reported
Represent the team while leading an incident
Provide technical direction and coordination to the resolver groups involved
Provide support and participate in the Change Control Board and change control process
Provide appropriate inputs to the problem management process, RCA preparation
Develop an understanding of the client's organizational structure and infrastructure environment
Drive group chats and bridge calls effectively to resolve incidents
Handle conflict situations and make a quick decision while driving incidents
Manage and drive third parties to the quick resolution of incidents
Use Escalation matrix appropriately to get the appropriate level of focus from technical teams and management
Should be good in team management, On-Site & Off-Site
Should possess good knowledge in MS-Office tools