JD for J&J Network Operation Manager Role:
Roles and Responsibilities:
Build and manage the offshore teams and direct all related People/ Process and Technology competencies.
Formalize internal process to ramp-up expertise of resources
Work with SDM on day to day operations.
Manage client relationship at multiple levels of customer organization
Manage service levels and go beyond contracted SLA and deliver value add
Vendor management People Management and engagement (Attrition control).
Lead in the technology selection and organizational build-up efforts
Collaborate with Account management teams to qualify Business expansion opportunities.
Identify and manage infrastructure technical standards that are relevant to our customer
Produce and maintain the long term technical architecture strategy and roadmaps, in collaboration with customers and vendors.
(1.) To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders (2.) To ensure positive customer feedback and satisfaction thorugh active participation in customer meetings to understand any issues faced (3.) To validate Change Order Implementation Plan and Human Error Compliance and participate in Capacity planning (4.) To perform value addition activities (such as mentoring administratorsorteam members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as and when required. (5.) To ensure on-time resolution and quality compliance of escalated ticketsorincident as per the agreed SLA