Hi All,
I am in a great dilemma as i am unable to find the relevant NOC code pertaining to my job responsibilities.
I had joined the IT firm, 5 years ago and was hired as an Operations Manager and worked for 3 years and then moved to different role for 2 Years as in Service Quality Assurance Manager. There is no email in written abouy the job change role however the company shuffles the employees every 24 months as per their policy to work and identify new roles.
So here are my overall responsibilities.
ü Facilitated and completed Orientation of the customer satisfaction survey’s PCSAT, PULSE and ACSAT, analyzed customer feedback and developed action plan to improve and derive the Service Delivery.
ü Solves problems and provides technical expertise and direction in support of system infrastructure and has been responsible for handling the major incidents and multiple incidents, liaising all the stakeholders on the bridge call.
ü Developing, conducting and providing technical guidance and training in operational procedures.
ü Created a repository for visibility of the contractual documents to understand compliance and monitor portfolio to ensure business continuity on the Knowledge Management Portal (KM).
ü Develops support procedures, Service Delivery Reports on Weekly, Monthly basis and uploading on the Customer Share Point.
ü Streamlining the contract creation, authoring, and negotiation process and reducing risk by ensuring compliance with legal guidelines in the Contractual Commitment Tracker.
ü Diagnoses, Monitor, manage and improve the efficiency of support services such as IT. Facilitate coordination and communication between support functions networks, Wintel, web-engineering etc.
ü Assisting in troubleshooting, diagnosing, and resolving system problems and issues.
ü Directing ICT operations and setting priorities between infrastructure operational issues.
ü Updated the Mattel management with regular updates and by sending P1 notifications. Remained on the bridge call till closure. Worked towards the resolution of the incident and meeting the SLA.
ü Confer with stakeholders to approve the technical document requirements as System Maintenance Technical Documents (SMTD’s) and Executional Procedure Documents (EPD’s) as per Service Delivery.
ü Ability to manage Account independently and maintain a strong relationship with clients on relevant operational topics quality, change management, staffing, etc.
ü Develops the Training Programme and the provision of user trainings as per Wipro Standard.
ü Creating and reviewing technical documentation such as procedural, instructional and operational guides and manuals, technical reports and specifications and maintenance inventory systems as per customer requirements.
ü Acting as a central reference and information source, providing guidance and assistance in the system project decision making process.
ü Scheduling and conducting quality audit inspections, and analysing and reviewing systems, data and documentation.
ü Develops and review all Service Level and Operation Metrics and KPI scorecards for Service Delivery.
ü Overseeing the entire IT Infrastructure at onsite, managing servers/ network/ end-user systems to ensure maximum availability; performing tests and implementation of the projects.
ü Act as liaison with customer auditors and assume responsibility for ensuring corrective actions with customer specifications.
ü Plans, organises, directs, controls and coordinates the deployment of quality systems and certification processes within an organization.
ü Perform Weekly Follow-ups on the Open risks to avoid business impact and maintained a FMEA tracker as per Quality Standards.
ü Recommending corrective action plans and improvements in the resolution of non-compliance with standards detected through monitoring and auditing of processes and procedures on monthly/quarterly basis.
ü Did analysis of tickets, TCSAT (ticket level customer satisfaction) and deployed ticket, change audit processes and shared feedback to the low performers to improve productivity.
ü Implement advanced strategies for gathering, reviewing and analyzing data requirements.
ü Master strategic business process modelling, traceability and quality management techniques.
ü Devising and reviewing specifications for Delivery Services and Operational processes.
ü Inspected the Service Delivery reports, Quarterly Business reports to ensure compliance to legal standards and meets customer expectations.
ü Acting as a catalyst for change and improvement in performance and quality
ü Writing management and technical reports and customers’ charters.
ü Determining, negotiating and agreeing on in-house quality procedures, standards and specifications.
ü Assessing customer requirements and ensuring that these are met.
ü Ensured all services agreed as per the Master Service Agreement/Contractual Agreement with the customer.
ü Carried out internal ISO 20 K and ISO 27 K to identify any gaps and loop holes in the operational issues. Raised Non-Compliance against the tailoring and not following the agreement with due diligence.
I am in a great dilemma as i am unable to find the relevant NOC code pertaining to my job responsibilities.
I had joined the IT firm, 5 years ago and was hired as an Operations Manager and worked for 3 years and then moved to different role for 2 Years as in Service Quality Assurance Manager. There is no email in written abouy the job change role however the company shuffles the employees every 24 months as per their policy to work and identify new roles.
So here are my overall responsibilities.
ü Facilitated and completed Orientation of the customer satisfaction survey’s PCSAT, PULSE and ACSAT, analyzed customer feedback and developed action plan to improve and derive the Service Delivery.
ü Solves problems and provides technical expertise and direction in support of system infrastructure and has been responsible for handling the major incidents and multiple incidents, liaising all the stakeholders on the bridge call.
ü Developing, conducting and providing technical guidance and training in operational procedures.
ü Created a repository for visibility of the contractual documents to understand compliance and monitor portfolio to ensure business continuity on the Knowledge Management Portal (KM).
ü Develops support procedures, Service Delivery Reports on Weekly, Monthly basis and uploading on the Customer Share Point.
ü Streamlining the contract creation, authoring, and negotiation process and reducing risk by ensuring compliance with legal guidelines in the Contractual Commitment Tracker.
ü Diagnoses, Monitor, manage and improve the efficiency of support services such as IT. Facilitate coordination and communication between support functions networks, Wintel, web-engineering etc.
ü Assisting in troubleshooting, diagnosing, and resolving system problems and issues.
ü Directing ICT operations and setting priorities between infrastructure operational issues.
ü Updated the Mattel management with regular updates and by sending P1 notifications. Remained on the bridge call till closure. Worked towards the resolution of the incident and meeting the SLA.
ü Confer with stakeholders to approve the technical document requirements as System Maintenance Technical Documents (SMTD’s) and Executional Procedure Documents (EPD’s) as per Service Delivery.
ü Ability to manage Account independently and maintain a strong relationship with clients on relevant operational topics quality, change management, staffing, etc.
ü Develops the Training Programme and the provision of user trainings as per Wipro Standard.
ü Creating and reviewing technical documentation such as procedural, instructional and operational guides and manuals, technical reports and specifications and maintenance inventory systems as per customer requirements.
ü Acting as a central reference and information source, providing guidance and assistance in the system project decision making process.
ü Scheduling and conducting quality audit inspections, and analysing and reviewing systems, data and documentation.
ü Develops and review all Service Level and Operation Metrics and KPI scorecards for Service Delivery.
ü Overseeing the entire IT Infrastructure at onsite, managing servers/ network/ end-user systems to ensure maximum availability; performing tests and implementation of the projects.
ü Act as liaison with customer auditors and assume responsibility for ensuring corrective actions with customer specifications.
ü Plans, organises, directs, controls and coordinates the deployment of quality systems and certification processes within an organization.
ü Perform Weekly Follow-ups on the Open risks to avoid business impact and maintained a FMEA tracker as per Quality Standards.
ü Recommending corrective action plans and improvements in the resolution of non-compliance with standards detected through monitoring and auditing of processes and procedures on monthly/quarterly basis.
ü Did analysis of tickets, TCSAT (ticket level customer satisfaction) and deployed ticket, change audit processes and shared feedback to the low performers to improve productivity.
ü Implement advanced strategies for gathering, reviewing and analyzing data requirements.
ü Master strategic business process modelling, traceability and quality management techniques.
ü Devising and reviewing specifications for Delivery Services and Operational processes.
ü Inspected the Service Delivery reports, Quarterly Business reports to ensure compliance to legal standards and meets customer expectations.
ü Acting as a catalyst for change and improvement in performance and quality
ü Writing management and technical reports and customers’ charters.
ü Determining, negotiating and agreeing on in-house quality procedures, standards and specifications.
ü Assessing customer requirements and ensuring that these are met.
ü Ensured all services agreed as per the Master Service Agreement/Contractual Agreement with the customer.
ü Carried out internal ISO 20 K and ISO 27 K to identify any gaps and loop holes in the operational issues. Raised Non-Compliance against the tailoring and not following the agreement with due diligence.
