Service Manager

Job Description

Title: Service Manager

Company Name: Zara Zaman Technology Ltd.

Vacancy: --

Age: 30 to 45 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 8 years
• The applicants should have experience in the following business area(s): IT Enabled Service

• Bachelor of Science (BSc) in Electrical & Electronic Engineering, Computer Science & Engineering

• At least 8 years
• The applicants should have experience in the following business area(s): IT Enabled Service

• Age 30 to 45 years

Excellent written and verbal communication skills.

Proficiency in Microsoft Office (Word, Excel, PowerPoint).

Strong organizational and time-management skills.

Ability to work under pressure and meet strict deadlines.

Performing other relevant tasks as assigned by the management from time to time.

Departmental administration & operations management.

• Responsibilities of an Service Manager include overseeing daily operations aligned with the process and agreed SLA, Develop and optimizing processes to improve efficiency, ensuring efficient resource management and supporting cross-functional collaboration.           

• Monitoring and Maintenance     

• Monitor engineers’ day to day support calls and activities, system performance and reporting and identifying areas for improvement.

• ·Monitor each calls/ticket in the system and work with exception if any and escalate to take immediate action for the particular ticket/call.

• Reporting and Escalation

• Prepare following reports and escalate to top management as required:

• Daily call list and highlight if there is any unusual support/delay in problem resolution.

• Generate Recurring Call report and liaison with monitoring team to identify the root cause and take initiative to resolve the call urgently.

• Generate Spare parts usage report and share with management.

• Generate Engineer wise call report and share with management with the highlights.

• Review client’s escalation email and reply with the update immediately; take appropriate action to resolve the respective call(s).  

•  Customer & Client Support Oversight

• Ensure customer service and technical support teams meet service-level goals.

• Work on resolving escalated client issues from an operational standpoint. 

• Improve operational processes based on customer feedback.

• Schedule client service meeting with respective units of the client & circulate the meeting minutes.

• Discuss with relevant support engineer, senior engineers and relevant account manager before going to attend the meeting.

• Follow up the agreed points/action of the meeting.

• Follow up with the respective team/support engineer for the dispute update and pending problems’ timely and effective solutions.

•  Look for the Continuous Improvement

• Staying up-to-date with the latest calls and issues raised form clients/Banks and identifying opportunities to improve the overall operations.  

• T/A,Mobile bill,Tour allowance

Festival bonus and other benefits will be determined according to the company policy