Manages onsite L3 technical FMS service support and EUS product AMC operations for DHL. Responsibilities include team leadership, SLA and incident oversight, customer satisfaction, governance reviews, training, stakeholder management, vendor coordination, billing, reporting, compliance, preventive maintenance, risk mitigation, business continuity rehearsals, and continuous process improvement.
LOCATION
Mumbai, DOMAIN
Tech Support Level (L1/L2/L3)
L3 Required Relevant Domain Experience
12-15 Years relevant experience Job Type (Onsite/Remote)
Onsite Shift details (General/ 24X7)
General Qualification
B.E./Diploma/BSC/BTech (No education gap, Full time)
1.
B.E. / Diploma [ In Computers Science, IT , Electronics & Telecommunication] [ Civil and Mechanical not preferred]
2.
B.Sc. -IT
3.
BCA or MCA [Full time course from a reputed University]
4.
No gap in education [Passing year for S.S.C, H.S.C.
and Degree/Diploma to be mentioned] Certifications Required if ANY
Relevant Certification (Preference) Specific Remarks/Requirement by customer
Technical FMS Service Support & EUS product working experience is Mandatory plus team management
Role Purpose
In order to fulfil the objectives of providing Technical FMS Service Support & EUS product AMC for DHL Group on team management
JOB RESPONSIBILITIES
1 Ensure all defined processes are followed
2 Ensure Proactive actions taken for missed SLA calls & new initiatives implemented
3 Control attrition
4 Ensure Customer satisfaction
5 Suggest Process improvement
6 Ensure customer reviews are organized on weekly, Monthly & Quarterly basis
7 Technical & process Training to be planned for Team and assessment test.
8 Educate customer on new Technology solutions
9 Regular team meetings
10 Governance Review with Stakeholders
11 Plan training for onsite resources
12 Rewards & Recognition on regular intervals for team
13 Team Bonding activities to be planned for onsite resources
14 Critical gap assessment
15 Ensure Preventive maintenance at RE and non RE sites
16 Quarterly 1 site in each region to have BCP rehearse
Technical Skills/Knowledge Requirement
1. Overall Operational Stability
2. Day-to-Day Operations Management
3. SLA Performance Management
4. Incident & Major Incident Oversight
5. Problem Management & RCA Governance
6. Compliance with Audit & Policies
7. Operational Risk Identification & Mitigation
8. Vendor & Third-Party Coordination
9. Change Impact Oversight (Operational)
10. Billing Management
11. Weekly / Monthly Service Reviews
12. Stakeholder Management (Customer / DHL IT)
13. Reporting & Management Dashboards
14. Continuous Improvement Initiatives
15. Escalation Governance & Decision Making
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