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