Technical Skills:
Good understanding of Networking, Systems, Voice and Business applications
An Industry recognized certification like ITIL / ITS Understanding of Project Management Methodology
ITIL Framework / knowledge (Incident Management, Problem Management, Change Management, Service management)
Process Specific Skills:
Ability to interface and communicate at all levels within the company and client organizations
Understanding of Enterprise, Business Process, Service Delivery is vital
Working knowledge of MS Office Suite and MS Projects as well as Visio
Soft Skills:
Good presentation and interpersonal skills
Excellent problem solving skills in a cross functional environment
Client stakeholder management
Strong verbal and written communication skills
Strong customer service orientation ability to connect with global customers and work with Global teams
Good Listening and consultative skills
Education & Experience
Graduate - B. Degree or B. Tech degree
Industry recognized certifications like ITIL / ITSM PMP
Minimum 8-12 years' experience in managing IT service delivery of BPO large client relations +- 800 seats
Willingness to work in a 24 / 7 environment and must be willing to work various shifts - discussed in interview