Manager Client Technology (Duty Manager)

 

Key responsibilities:-

• Major Incident / Critical issue early detection and fast remediation for all matters during their shift.
• Ensuring all client requests, incidents and problems are addressed in a timely and professional manner
• Stand up calls with their team managing proper hand-over of activities and client status between shifts and teams
• Allocating resources, as necessary, across teams to provide efficient, effective resolution of issues
• Identify and implement operational process improvements across teams
• Provide detailed and accurate job performance feedback for each resource working under their guidance.
• Change Approver, Quality controller and Post change validation functions within their Shift
• Supervision of employee attendance and participation.
• Assisting the Shift Site Reliability Engineers in client communication and escalations.
• Inspiring and Motivating the employees on their rotating shift
• Driving for results through agreed KPI’s for Alerts, monitoring tools, and case/SNOW metrics
• Should have technical knowledge of Altera application, infrastructure experience it would be added advantage if we get both.