Associate Manager, Global Service Desk

Summary
Provides Support for Azure and Google VDI platforms, as well as the Genesys Cloud ACD/Routing platform and the related integration and connectivity between the CCaaS platform and network systems.

Key responsibilities:

• Manage a team of highly trained Technicians.
• Client /Customer/People Management
• Manage team deliverables as per the guidelines.
• Drive Performance in the team to meet targets.
• Improve training standards/methodology and processes.
• Manage daily team activities and ensure daily operations run smoothly.
• Drive team adherence and manage scheduling.
• Drive Continuous Improvement in the team along with metrics improvement.
• Performance management of the team including career development
• Knowledge management for the floor
• Participated in calibration of Trainers and QAs within the team and trainer teach back sessions.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.

Desired Skills :

• Must be having hands-on Experience on Azure, GCP and AWS Preferable
• Hands on experience in VDI environment and troubleshooting skills, remote desktop support.
• Provide telephony & chat support in performing installation and troubleshooting on Operating systems, soft-telephone, and applications.
• Attending to break/fix engagement as required for technology related problems and issues for all P1/Sev1 incident.
• Prepare, maintain, and submit reports and applicable records of system inventory, ticket SLA etc.
• Hands on experience in Incident and Change management.
• To be an SME for the team, coach and train the team on soft skills and Technology.
• Coordinate as smart hands with different portfolio and engineering work groups.
• Excellent voice/telephony skills, Good Written & Verbal Communication Skills
• Excellent customer service skill and client management skills
• Willing to work in 24/7 work environment, predominantly night shifts/US hours and work from office Gurgaon Office.