| Infrastructure and Technology |
Manager |
• Provides leadership and supervision to the 4 members of the IT Service Desk team, ensuring that appropriate skilled resources are in place to meet required service levels.
• Provides technical support and guidance to Service Desk staff.
• Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner.
• Provides ITIL Service disciplines, covering Incident, Problem and Change Management.
• Provides VM and Hyper V support and administration.
• Provides Cisco & HP Switches, Firewall and Routers support and administration.
• Works with Head of IT to establish standards and best practices for managing internal infrastructure, including network, access rights, desktops, servers, internal applications.
• Implement policies/standards to improve the quality and efficiency of support services based on ITIL methodology.
• Works closely with the IT Service Desk and other Specialist to ensure a timely, robust and comprehensive service transition process.
• Works with the Service Desk team to set SLA criteria for the availability and performance of the IT infrastructure.
• Responsible for overall system and infrastructure availability and develop a resilient infrastructure to reduce failures.
• Responsible for day-to-day system administration, including management of internal network, VPN, Microsoft Active Directory (AD) and system backups.
• Responsible for management of the rollout and support of desktop devices, including laptops and printers, and productivity tools such as Outlook and MSOffice.
• Ensures that systems, processes and methodologies are maintained, followed to ensure effective monitoring, control and support of service delivery.
• Ensures delivery of individual and team projects allocated within aggressive delivery times.
• Monitors and evaluates the efficiency and effectiveness of infrastructure service delivery m |
Reporting to the Head of IT, the post-holder is responsible for providing an excellent level of 3rd line support to the ICAN's IT team, giving support across the whole of business in Front and Back-office functions.
The role will have oversight of IT Operations including Service Delivery, Application and Network infrastructure.
Functional:
• In depth ITIL Knowledge
• At least 5 years’ experience of managing a similarly sized team
• 3 years of appropriate experience supporting IT infra |
Graduate |
1 |
Apply |
| Infrastructure & Technology |
System Administrator |
Must be well versed with networking and server admin functions |
1 year experience as a System Admin in any BPO |
Any |
2 |
Apply |
| Operations(International) |
Executive |
The following are some of the basic skills and experience details we are looking at: 1. Good oral English communication skills. 2. Minimum Qualification needed HSC/10+3 UGC recognized 3. Min. experience of 6 months in BPO sales Interview Time : Monday to Friday between 2.00pm to 8.00pm, candidates walking in later then 8pm would be asked to come the next day. Please inform the candidates to bring their Pan Card and Aadhaar Card along while coming for Interview. |
Excellent Communication,Patience,Excellent Interpersonal,Fluency in English,Meeting Sales Goals |
HSC |
12 |
Apply |
| Quality |
Quality Analyst |
• Monitor calls as per daily, weekly and monthly sampling plan.
• Analyze inference and prepare TNA based on audit outcomes.
• Provide necessary coaching and feedback to the agents based on the analysis basis RCA.
• Provide refresher training based on monitoring outcome for focus group.
• Review weekly performance in terms of Quality with business heads and strategize future plans.
• Prepare and share weekly, monthly and quarterly reports to business heads.
• Follow re-productivity and re-reducibility methodology to improve Quality evolution accuracy.
• Process improvement to improve the overall quality of the organization.
• Open to handling additional responsibilities
• Ensure prompt and accurate service and achievement of targets
• Identify training / coaching needs of the team members and provide the same to the Manager
• Assist new members of the team by updating knowledge & bridge process gaps
• Be directly responsible towards fostering the development of team by motivating them
• To ensure team achieve productivity and quality.
• Ensure the professional and ethical conduct of team members. |
• Analytical Skills
• Identify trends
• Ability to work on own ,initiative and organizing time eff |
Any |
1 |
Apply |
| Human Resource |
Executive |
Being a part of the Talent Acquisition Team they will solely responsible in managing recruitment through consultants, internal referrals and sourcing through job portals and maintaining a healthy relationship with the new recruits. |
good communication, PR skills, ablility to work in pressure and targets |
Any |
2 |
Apply |