SAVP Senior Assistant Vice-President - Technology Operations

SUMMARY:
SAVP Senior Assistant Vice-President - Technology Operations

POSITION INFO:

Basic Function: 
- End to end ownership for managing technology operations in a hybrid operating environment, address support challenges and be the escalation point for issues in network, system and voice environment. 
- Partner with business and clients for all new RFP/RFI and enable effective and timely onboarding of new clients.
- Effective partnership with global teams and drive efficiency and adoption of enterprise capabilities.
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- Responsible for identifying areas of improvement and implement service improvement initiatives. 
- Efficient service delivery of multiple client relationships in line with the agreed Master Service Agreement (MSA)  and service levels (SLA/s), as per contract 
- Manage Customer Relationship and act as a first Point of Contact for any Process / Functional Escalations. 
 
Essential Functions
 
- Supplier Management – Manage business relationships with external partners  and participate in regular supplier reviews.
- Effectively manage all Internal ,external , client and statutory audits.
- Client Portfolio Management – End of End documentation / reporting ready & up-to-date for any business requirement.
- Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
- Participation in Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
- Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
 
Skills
 
Technical Skills
- Good understanding of Networking, Systems, Voice and business applications.
- An industry recognized certification like ITIL / ITSM is an advantage.
 
Process Specific Skills
- Ability to interface and communicate at all levels within EXL and Client organizations.
- Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital.
- Working knowledge of  MS office, MS Project and Visio.
 
Soft skills (Desired)
- Good presentation and interpersonal skills.
- Excellent problem solving skills in a cross functional environment
 
Soft Skills (Minimum)
- Strong verbal and written communication skills
- Strong customer service orientation ability to connect with global customers and work with Global teams.
- Good listening and consultative skills.

Education:
- Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM.

Experience:

- Minimum 16 – 18 years in managing technology operations for a large organization  in outsourcing environment.
- Willingness to work in a 24 x 7 environment.

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