CSG - Program Manager_ GDLY

:

• A day in the life of an Infoscion As part of the Infosys delivery team your primary role would be to interface with the client for quality assurance issue resolution and ensuring high customer satisfaction
• You will understand requirements create and review designs validate the architecture and ensure high levels of service offerings to clients in the technology domain
• You will participate in project estimation provide inputs for solution delivery conduct technical risk planning perform code reviews and unit test plan reviews
• You will lead and guide your teams towards developing optimized high quality code deliverables continual knowledge management and adherence to the organizational guidelines and processes
• You would be a key contributor to building efficient programs systems and if you think you fit right in to help our clients navigate their next in their digital transformation journey this is the place for you If you think you fit right in to help our clients navigate their next in their digital transformation journey this is the place for you

Key Responsibilities:

• Role Service Delivery Program Lead Stream Program Management Process Excellence Define framework for implementing Process Excellence plans and frameworks to ensure application of risk quality management principles relevant to the context of the business Transformation Identify high impact projects and work on transformation along with process owners to make process improvements using Quality principles like lean Sig Sigma NVA Automation etc
• Change Management Plan and train resources to support transformation improvement programs interact with senior management of the Business unit to ensure trained resources are effectively deployed on new initiatives
• Risk Management Identify process level and engagement level risk by performing risk audit and discussion with process owners
• Track implementation of mitigation plans to de risk the processes
• Benchmarking Create platform for sharing best practices and implement industry best practices from standards and models in the engagement at vertical level
• Continuously benchmark current SLAs to Industry best standards and drive towards industry leading metrics Improvements based on structured feedback mechanisms CSAT IPSAT etc

Looking to get Placed? Try our Placement Guarantee Plan

Get Hired
• Support process owners to drive improvement plan for CSAT in the areas pertaining to delivery risk management
• Responsible for Transactional Quality Control Quality Assurance and Quality Improvement for the program Set up frameworks governance and reporting mechanism for all these functions Coordinates and partners with the client for glide path discussions for metrics improvement

Technical Requirements:

• Min 12 Years 8 years of experience in process excellence Worked in Customer Service environment 24X7 operations Experience in L1 L2 L3 Support service desk operations or product support cloud network infrastructure support operations Prior work experience in any process Worked for Azzure AWS GCP Cloud Platform Prior work experience in MSFT Support process Worked for MSFT support partners resellers or service providers Good knowledge of MSFT products and services example EXO SharePoint Teams Intune Xbox Dynamics 365 Office 365 Azzure Cloud Support Graduate pref
• in Comp Sc stream with an MBA preferred

Preferred Skills: