Experience & Skills:	  Mandatory Experience Required: 	  - 15+ years successful experience in managing customer service operations  - Deep understanding of IT processes, customer focus and strong emphasis on automation.  - Exceptional experience with cutting-edge technology, including processes, support services.  - A track record of developing & implementing delivering continuous improvement in service delivery, and improved outcomes in Customer Services  - Experience in laying the platform for business solutions (CRM) across geographies for current and future products  Essential Skills Required:	  - Excellent planning and organization skills, ability to handle multiple tasks and work in a fast-paced, time-sensitive environment  - Demonstrated interpersonal skills including, mentoring, coaching, presentation skills and the ability to interact with colleagues at all levels   - Strong analytical and problem solving skills   - Process improvement identification skills  Good to have Skills:	  - Detail-oriented and highly-organized  - Good verbal and written communication skills  Attributes:  - Visionary with an ability to adapt to the overall goals of the company  - Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities  - A strong sense of responsibility and passion for providing a great customer experience  Key Areas of Responsibility:  Strategic:  - Build and run an appropriate World Operations function in accordance with Vision, Strategy, Approach and Goals of Company. This includes right structure, staffing, practices and tools across the function to deliver the best in class services.  - Achieve objectives by contributing Innovative and seasoned technology management.  - Spearhead the design of customer facing solutions in the areas of IT Infra management, Hosting, DR, Cloud and Data centers.   - customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change  - Lead the development and execution of overall strategies  - Establish customer service and productivity metrics  - Participate in operations leadership meetings; develop and drive strategies and programs that improve the customer experience  - Laying down the platform for business solutions(CRM) across geographies for current and future products  - Optimally strategies a global structure and a platform for delivery of high class quality support to all products.   Operational:  - Lead and manage business support operations teams and responsible for the overall direction and the performance of these teams  - Maintain a quality customer service environment by ensuring proper training and support for customer service representatives, handling customer problems quickly and to the customer's satisfaction, maintaining efficient staffing levels, and promoting good morale  - Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes  - Determine customer service requirements by maintaining contact with customers either through surveys or some other methodologies; analyzing information and implementing change  - Collaborate with product management and R&D teams to ensure Customer Service readiness for all new product launches  - Work closely with the Product Management team to represent the voice of the customer, helping to drive product improvements, problem solve issues and fix bugs  - Monitor and report on all operational activity (key performance indicators/metrics, corrective action reporting, performance plans, trends, etc.)

Bangalore

Global Head - Infrastructure 

Global Head - Infrastructure  ,Job Description for Global Head - Infrastructure  in An Executive Search firm in  Bangalore for (15-24) years of experience. Apply Now!

Job Description for Global Head - Infrastructure  in An Executive Search firm in  Bangalore for (15-24) years of experience. Apply Now!