Regional Lead & Wintel Lead Job Vacancy at Wipro Swaziland

Job Title: Regional OPCO Lead & Wintel Lead
Duties and Responsibilities:

    Driving all the HUB process.
    Responsible for EUS / ES.
    Responsible for all escalations at OPCO level. Manage day-to-day operational aspects.
    Overall ownership of meeting and exceeding Service level agreement at OPCO Level. Escalating the issues to right level and teams for resolution.
    Ensure process adherence at OPCO Level.
    Daily Incident Meeting – MON to FRI- Presiding the meeting at OPCO level with INFRA / Application / Business teams.
    Responsible for all the incident logging and driving till closure- INFRA / Application.
    Need to collect TSAT and sent to HUB SD Manager every fortnight.
    Need to do review with Business & Share the MOMS to PM OPS / Regional OPCO Manager – MKTG / Finance / Call Center / Service Centers / Customer Care / Other Depts.
    Need to have a team reviews and share the MOMs to PM OPS /   Regional OPCO Manager.
    Weekly review with SD / IM / PM OPS & Regional OPCO Manger.
    Monthly reviews with Domain Leads.
    Reports to HUB- Weekly, Monthly, Highlights & Lowlights.
    Responsible for Project Management at OPCO.
    Responsible for C-SAT / E-SAT.
    Maintain operational manual and employing standardized methodologies/ process and ensuring that the team is well trained in process.
    Prepare for engagement reviews and quality assurance procedures.
    Responsible for operational excellence and maintain high Total Customer Excellence level.
    Periodical review with customer on operational issues. To drive service improvement plan and periodical service review with the Account Services Manager.
    Responsible for the interfacing with the relevant groups to ensure relevant and adequate input to all deliverables.
    Responsible for maintaining high employee satisfaction and employee morale. Responsible for team’s capability development (technical training and certification)
    Responsible for Operations forecasting and planning, resource risk management, capacity planning. Responsible for resource selection, resource allocation and task assignment, mentoring of new resources and tracking multi skill. Train and build second line.
    Performance Management of team: goal setting, review and feedback. Ensuring right and adequate rewards and recognition reaches high performers in team.

Qualifications:

    Full time Bachelor in Science/ Engineering / Technology.
    Certification: - MCSE & RHCE- Redhat Certified Engineer 5.5.
    Experience: - 4 to 6 years.
    Competence: - Windows + Red Hat Linux.

How to Apply:

Please follow the instructions as stated below as failure to do so could lead to disqualification.

1. Send an Application letter and CV/Resume.

2. Merge these two documents into one document in either word or pdf format.

3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.

4. Include the job title and/or reference number in the subject line of the email address   and send your application by email to wiprojobs@nftconsult.com

5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly
Apply before:
08 Jun, 2012