Ifs - Technology - Service Desk - Senior Manager - Kolkata Job in Pwc

Line of Service

Industry/Sector

Specialism

Management Level

Job Description & Summary

To really stand out and make us ?t for the future in a constantly changing world, each and every one of us at PwC needs to be an authentic and inclusive leader, at all grades/levels and in all lines of service. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Senior Manager, youll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

- Take action to ensure everyone has a voice, inviting opinion from all.
- Establish the root causes of issues and tackle them, rather than just the symptoms.
- Initiate open and honest coaching conversations at all levels.
- Move easily between big picture thinking and managing relevant detail.
- Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.
- Develop specialised expertise in one or more areas.
- Advise stakeholders on relevant technical issues for their business area.
- Navigate the complexities of global teams and engagements.
- Build trust with teams and stakeholders through open and honest conversation.
- Uphold the firms code of ethics and business conduct.

Activities to be performed :

• Complete Knowledge and Hands on Experience in Incident Management Tool, preferably Service Now.
• Proven Experience in Incident, Change and Problem Management processes.
• Proactive management of the team members and to ensure SLA achievement for Incidents, Requests and Problems.
• Troubleshooting problems, including functional Replication of issues.
• Excellent Communication and Presentation Skills are required to interact with Management and Stakeholders.
• Experience in Managing Teams, planning availability of Resources.
• Service Desk Management and provide Technical support and Day to Day Support.
• To be involved and Act as escalation point for Incidents, Change.
• To identify and improve the process in Service Desk to provide a better User experience.
• Execute corrective measures when early warning signs exist on performance issues.
• Manage staffing levels required for both BAU and project requirements, as well as managing holiday, sickness and backfill management.
• Responsible for KPI & CPI defined for the team.
• Proactively managing the end user issues, delivering quality of care and customer intimacy.
• Manage internal team escalations to ensure there are no blockers to delivering great customer experience.
• Acting as a single point of contact for customer escalations, requests for preferred service, questions.
• Internal and customer facing reporting and meetings.
• Monthly service reporting/meeting with CIO- focusing on service levels, but also risks, issues, proactively identified opportunities and ideas for improvements.
• Proactively working with Global teams.
• Candidates should be fluent in use of Microsoft Office Suite of Products, like - Excel, word and Powerpoint
• Graduate with 15 + Yrs of experience in Service Desk Management and Governance, Service Desk Reporting, Incident Management,
• End User Services, Project Management.
• ITIL V3/V4 Certified would be an added advantage.

Education (if blank, degree and/or field of study not specified)

Certifications (if blank, certifications not specified)

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date