Process Lead

JOB Position: Process Lead

Location: Bangalore, IN

Opportunity: Full Time

Vmoksha Technologies Pvt. Ltd. is an IT Services Company headquartered in Bangalore, India. Since its inception in May 2001, Vmoksha has emerged as a key player in the global software development and IT services space. Vmoksha is into varieties of engineering projects and custom software development in Web, Mobile, Cloud, and Internet of Things. Vmoksha is also building competencies in the emerging technologies like Augmented Reality, Big Data, and Machine Learning.

Position Summary

As a process lead need to serve customers by planning and implementing BPO strategies and operations improving systems and processes in managing staff

What are we looking for?

  • Determines BPO operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Develops BPO systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintains and improves BPO operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplishes BPO human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees
  • Meets BPO financial objectives by estimating requirements, preparing an annual budget , analyzing variances, initiating corrective actions.
  • Prepares BPO performance reports by collecting, analyzing, and summarizing data and trends
  • Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.

Key Responsibilities:

  • Create an inspiring team environment with an open communication culture
  • Delegate tasks and set deadlines
  • Oversee day-to-day operation
  • Monitor team performance and report on metrics
  • Motivate team members
  • Discover training needs and provide coaching
  • Listen to team members feedback and resolve any issues or conflicts
  • Recognize high performance and reward accomplishments
  • Encourage creativity and risk-taking
  • Suggest and organize team building activities

Experience and Qualifications

  • Relevant Exp: 5 – 7 Years  in BPO operation

If you believe that you would perfectly fit for this job, apply below or drop your resume now at vcareers@vmokshagroup.com

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IT SOC Liaison Officer – L3

Position             : IT SOC Liaison Officer  – L3

Job Location    : Bangalore

Experience       : 5 – 7 years of work experience in Security Domain

Education         : M.E / M.Tech /B.E / B.Tech/ Bachelor’s Degree

Main Responsibilities

  • Support liaison between the externally hosted SOC and IT Teams.
  • Lead incident response to conclusion, conducting post-mortem analysis and recommending preventative actions.
  • Effectively identify threats by performing relevant research and data analysis.
  • Independently perform risk assessments for the alert received from SOC (Security Operations Centre);
  • Transmit internal security incidents to the SOC for correlation and analysis
  • Assist end users / Local IT Teams / Applications teams / Infrastructure Support teams in understanding security issues and developing mitigation strategies;
  • Interpret and prioritize threats and coordinate appropriate actions with the various teams.
  • Monitor incidents and proactively mitigate information security risks.
  • Prepare detailed risk assessment reports for management approval as and when required.
  • Be an expert on industry standards, data security frameworks, and best practices.
  • Participate in IT Security escalation calls, addressing both technical and non-technical escalations.
  • Provide security expertise and guidance around security issues and recommend solutions to mitigate and protect  information assets
  • Assist with remediation efforts and recommendations as it relates to external and internal security audits
  • Distribute and communicate threat intelligence to the different  stakeholders

Job Qualifications/Resource Profile Description

  • Demonstrated ability to make decisions on remediation and countermeasures
  • Communicate effectively (written and verbal) with all members of an organization
  • Strong leadership skills with demonstrated ability to prioritize and execute in a methodical and disciplined manner.
  • Customer service orientation with the ability to manage workload.
  • A bachelor’s degree in computer science, computer engineering, or related disciplines
  • 4 years or more experience in Information Security with 2+ years in an incident response, intelligence analysis or malware analysis role.
  • Ability to prioritize and direct workflow, receiving alerts from the external SOC and coordinating incident resolution with infrastructure and application teams.

Required IT/Security Skills

  • Security-related certifications are a plus.
  • Contributes advice and guidance on security strategies to manage identified risks and ensure adoption and adherence to standards.
  • Assesses and acts on vulnerability information.
  • Keen ability to diagnose and troubleshoot technical issues.
  • Ability to communicate technical details in a clear and concise manner.
  • Willingness to develop the understanding of security-related technologies including active directory, host-based firewalls, host-based intrusion detection systems, application whitelisting, server configuration controls, logging and monitoring tools, antivirus and antivirus systems, network monitoring and network-based security facilities.
  • Prior experience managing crisis teams and performing incident response is a plus.

Expected Human Qualities

  • Dynamic and Hands-on
  • Should be assertive and possess the flexibility to orient him/herself to the demands of the business.
  • Strong communication skills and a high degree of energy
  • Good analytical and planning skills
  • Ability to function effectively in a quality conscious, process driven and extremely productivity driven organization
IT Problem Management Consultant

Position             : IT Problem Management Consultant

Job Location    : Bangalore

Experience       : 5 – 7 years of work experience in Problem and Change Management

Education         : M.E / M.Tech /B.E / B.Tech/ Bachelor’s Degree

Main Responsibilities

Problem Management

  • Operational Problem management consultant working with Problem Management Process Owner in Belgium
  • Lead weekly Problem Management meetings which are attended by Specialist from different groups.
  • Ensure that Problems are recorded, reviewed and updated in the ITSM System.
  • Ensure that the relevant Critical Incidents have been recorded and referenced in all Problem tickets
  • Ensure that problems are recorded in the Share Point for follow up.
  • Assign task to the relevant specialist for Root Cause analysis and for follow up.
  • Schedule and oversee meetings for Critical Problems as and when required
  • When the problem has been resolved and sufficient time has elapsed for monitoring to ensure the issue does not repeat, closes the problem tickets and send out the necessary Closure Report & communication
  • Take part in the Proactive Problem Management based on the SCOM Alert & Incident trending on a weekly basis
  • Managing the Problem Management Mailbox by actively responding to the user who contacts Problem team
  • Take part in preparing SOPs, SOP-AI, Work Instructions for the process
  • Work on Continuous Service Improvement for the process
  • Prepare Monthly KPI reports for the Problem Management and share it with the Management

Reporting

  • Good knowledge of Excel (Formulae, Pivot, Graphs etc… Knowledge of Macros will be added value)
  • Analyzing the data and make quality reports.
  • Provide various timely reports to the client.
  • Extracting the raw data from the tools (BOXI) which are synchronized with ITSM.
  • Involvement in writing SQL queries for extracting the reports from ITSM tool.
  • Compiling the report as per the requirement of client.
  • Creating daily, weekly, monthly, quarterly & yearly reports
  • Creation of Monthly KPI Reports for Change & Problem Management
  • Creation of Audit Reports for the CMDB Process
  • Creation of SCOM Reports, Incident trending for Proactive Problem Management Process
  • Creation of Change / Problem / CMDB Reports for Continuous Service Improvements
  • Tools for reporting are ITSM 9.0 Smart Reporting.
  • Knowledge of reporting platform like Qlik sense would be great plus
  • Knowledge and awareness of different key KPIs & metrics related to the IT operations.

Required IT Skills

  • University degree/diploma required with 4-6years of experience or equivalent by experience.
  • Good written and verbal communications skills.
  • Strong follow-up and customer service orientation to ensure that relevant tasks are tracked and completed
  • Good teaming and collaboration
  • Excellent knowledge of Problem Management & Root cause analysis.
  • Excellent Knowledge of MIS Reporting & KPI generation.
  • Good knowledge of Change and Configuration management processes.
  • Knowledge of Infrastructure, Applications or Shared services environments
  • Good theoretical and practical exposure to ITIL framework.
  • Certification on ITIL foundation.