Admin Ops. Senior Analyst

Role – Team LeadJob DescriptionRoles and Responsibilities:Responsible for SLAs and KPIs (Productivity and Quality)Manage Contact Center/L1 Helpdesk for client and support various channels like voice, chat, email.Responsible for recruiting, training, mentoring, communicating job expectations, assigning tasks, planning, monitoring, appraising, reviewing contributions of team members and administering scheduling systemsResponsible for customer/stakeholder relationship managementAnalyse problems with the team and counterparts and suggest solutionsResponsible for cost savings and productivity and quality improvement plansParticipate in business/people related projectsProvide cross functional supportManage 24*7 operationsResponsible for the performance of the teamResponsible for best practices sharing, team building exercises, providing guidance, upskilling/cross skilling and mentoring team membersExhibit passion and alignment with our vision, values and operating principlesPeople attrition managementTransition managementProject managementRequirements:Over 5 years of experience in managing delivery for service desk (including voice/chat/email), including 3-4 years of leading a team for SAP support (handling one or multiple modules / processes in SAP S4HANA and should have knowledge of FICO, SD, MM, PP, QM, PM)Experience in master data of the respective SAP moduleStrong communication and presentation skills.Ability to multi-task and work in heterogeneous environmentExpertise on Microsoft applications like MS Visio, Excel, PowerPoint etc, to create process flows, SOP's and knowledge base articles.Understand L1/L1.5 Support issues and resolutions based on SOPs/End User documents available or based on the problem reported via Phone/ email / ticket.Work Timings:Flexibility to work 24/7. Timings could change based on requirements