Rambus

  • Mgr, GSD

    Job Locations IN-KA-Bangalore
    Job ID
    2018-6242
    Category
    IT
  • Responsibilities

    Roles & Responsibilities:

    • Single point of contact for all GSD & L2 related activities.
    • Ownership and governance for GSD support.
    • Manage GSD L1 & L2 team members
    • Drive team to achieve SLAs
    • Call analysis and identify GSD resolvable
    • Liaise with Onsite L3 teams for projects
    • Liaise with remote L3 & Management team on projects
    • Liaise between Vendor & Rambus
    • SPOC for Notifications creation
    • SPOC for GSD & L2 Projects
    • SPOC for KB & Knowledge Articles
    • Report generation
    • Call reduction drives
    • Metrics / dashboard sharing to management team
    • Drive new initiatives from IT management
    • Improve GSD performance
    • Drive automation
    • Service now administration (GSD views)
    • Report creation in Numerify (Metrics)
    • Shift schedules
    • Handle billing

    Qualifications

    Skills & Experience:

    • Candidate should have a minimum of 13+ years of Project and Team management experience.
    • Having prior experience of handling GSD L1 Team.
    • Must possess good knowledge of Windows & MAC operating systems and Office packages.
    • Should have excellent communication, inter personal and client interaction skills
    • Should have prior experience working with remote and US teams.
    • Should possess team management and motivation skills.
    • Should have escalation management skills and should be able to work with the senior management (CIO staff).
    • Have prior knowledge of ITIL based ticketing tools ( Service Now, Remedy, HPSM etc)
    • Should know ITIL Incident lifecycle management
    • Should coordinate and proof read document and contribute to the SOP (Standard Operating procedure).
    • Candidate should be flexible in timing. 

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