Sr Team Lead-Cloud & Infra Operations
BirlaSoft · Noida · onsite · Posted 29d ago
Undisclosed8–12 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Area(s) of responsibility
.
Service Desk Transformation Leadership
- Own and drive the end-to-end transformation roadmap from a Catch Dispatch model to an L1.5 Service Desk capable of resolving incidents and requests at first point of contact.
- Define, document, and embed Standard Operating Procedures (SOPs), Knowledge Base articles (KBAs), and Known Error Database (KEDB) entries to enable first-contact resolution.
- Conduct capability gap assessments across the team; design and execute structured upskilling and cross-training programmes aligned to the L1.5 maturity model.
- Establish measurable transformation KPIs - First Contact Resolution (FCR) rate, Average Handle Time (AHT), Ticket deflection rate, and CSAT - and report progress to stakeholders.
- Collaborate with L2/L3 resolver groups to negotiate resolution ownership boundaries, build runbooks, and progressively absorb eligible ticket categories into L1.5.
- Champion automation and AI-assisted tooling (e.g., chatbots, auto-resolution scripts, ServiceNow workflows) to reduce manual effort and scale resolution capacity.
- Implement quality assurance (QA) frameworks including call/ticket audits, coaching sessions, and continuous improvement cycles.
Disclaimer: This job posting and location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
CSATQAAutomationServicenowworkflowsauditscloudAverage Handle TimeQuality AssuranceoperationsAhtdispatchArtificial Intelligence
About Birlasoft
BirlaSoft
IT Services & Consulting
10.9k+
employees
1995
31 years old
Pune, Maharashtra
India
About
Birlasoft combines the power of a domain, enterprise, and digital technologies to reimagine business potential. Surpassing expectations, breaking convention!
Industries
IT Services & Consulting
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