Senior Assistant Vice President-Project Management-Technical Project Management

Technology Operations leader for EXL

Basic Function: 
•    Responsible for managing day to day Site Operations (Systems, Network, Voice) in line with the Centralized Technology Operations team
•    Responsible for client service delivery 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

•    Ensure availability of Technology for Business – End to end ownership for Technology Availability, Service Desk, Site Specific systems, network, Voice environment
•    Client Portfolio Management – End of End documentation / reporting ready & up-to-date for any business requirements
•    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
•    Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams
•    Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future
 

Primary Internal Interactions

•    Business Operations
•    All Technology Sub-Functions
•    EXL Internal / External Audit Teams
 

Primary External Interactions

•    Client Teams – especially Client Technology Teams
•    External Vendors – Primarily for Service Desk Management

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 (English)
•    Strong customer service orientation ability to connect with global customers and work with Global teams
•    Good listening and consultative skills