SD Lead – Hyderabad, India

Axiom Technologies is a Global-based entity with a history of providing managed IT solutions to global, medium- and large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

IT Skills and Experience

• Own, manage, and be accountable for the service performance a specific customer contract(s)
  against the contracted OLA/SO
  • Be the single point of contact for the Service Delivery Manager(s)
  • Represent the Service Desk at relevant meetings (organize and participate to monthly
  project reviews)
  • Be involved in managing the contracted relationship with third party suppliers, where this is relevant
  • Maintain good liaison with other delivery groups and teams
  • Maintain good liaison with Service Manager to ensure they are satisfied with the services
  provided by the Service Desk
  • Maintain an effective understanding of the customers’ business, business requirements, IT needs and how IT will support and enhance their business
  • Review daily, weekly and monthly KPIs reports for the assigned customer account to ensure that service is delivered according to Global Service Desk standards (quality, productivity and time wise)
  • Define and maintain a Service Description(s) and OLA/SO document(s) for an assigned
  customer account(s)
  • Act as the escalation point for technical, process and OLA/SO issues raised by Service Desk teams
  • Plan, schedule and allocate work across teams so that the service provided to the customer is in accordance with the OLA/SO
  • Assess impact and validate/approve change of scopes (OLA/SO and/or scope of service)
  Review and analyze call volumes by hour and adjust resource levels and shifts accordingly
  • Identify and take appropriate actions based on daily, weekly and monthly KPI reports;
  • Undertake resource planning and to assess impact of resource utilization on profit margins and budget
  • In conjunction with the Operations Manager determines how to best manage changes of
  scope for an assigned account(s) that will eventually impact the service delivered.

Experience in a similar role

• 5+ years of relevant experience.

What next? 

If you are looking for the next challenge in your career and wish to apply for this role, please forward your resume to careers.in@axiomtechnologies.com