Flipkart Job Recruitment 2023 – Job For Graduates – Assistant Manager – Service Delivery Posts

•  Flipkart is India’s largest e-commerce marketplace with a registered customer base of over 150 million. In the 10 years since we started, Flipkart has come to offer over 100 million products across 120+ categories including Smartphones, Books, Media, Consumer Electronics, Furniture, Fashion and Lifestyle.

Roles & Responsibilities:

• Ensure that Flipkart’s IT strategy and business plan are understood by all the team members.
• Act as an escalation point for team members
• Measure, monitor and work to drive down incident levels.
• Identify and implement improvements to the Service Desk incident logging system (BMC Remedy) in order to provide a more effective and efficient service to customers.
• Contribute to the success of the business and assist in improving the overall customers experience within the team.
• Meet goals and KPIs as set by the management
• Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly.
• Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility
• Oversee the prompt completion of breached SLA tickets and track trouble ticket resolution metrics against SLAs.
• Promote and adhere to processes that support the ITIL methodology
• Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics
• Produce SLA exception reports and investigate the root cause of the SLA breach

Skills Required

People Management, Mac and Windows endpoint administration, Asset management, Endpoint Management and Security