Service Excellence Manager (Nexthink)

Full time at HCLTech in Online
Posted on May 8, 2024
Job details

Service Excellence Manager ( Chatbot,AI,SCCM,Nexthink,Aternity,Systrack ) Job location: Noida/Chennai/Bangalore 14+ years of experience in Infrastructure Technology 10 years of experience in delivering EUC/DWP (Chatbot,AI,SCCM,Nexthink,Aternity,Systrack)services Job description:
Drive overall governance of Tools (applications) within the DWP organization and with the Customer Stakeholders throughout the Application maturity and support lifecycle
Participate in Governance of the Customer project through the implementation life cycle and own the support activities after go-live
Drive the BCM Strategy within the DWP organization for Integration, Governance, Deployment hand off and Resources
Create and Own in Tool specific templates including Maturing Assessment, Use Case demo, Business Case Study, Tool Comparison, ROI, Benefits Realization
Develop and update documentation pertaining to training, and provide trainings to internal and customer teams
Analyze all requirements, prepare use cases, and supervise support activities for all projects
Coordinate with Vendors and Cross functional teams for positive Customer outcomes
Administer all customer support issues and lead the efforts for enhancing technical, functional, and operational application maturity
Handle Customer escalations independently and develop SIP with short term resolution as well as long term preventive measures
Keep abreast of the latest technologies and application vendors offerings in the End User Experience, Chatbot, Self-Healing in the EUC domain
Qualifications and Education Requirements
Minimum 14 years of experience in Infrastructure Technology
Minimum 10 years of experience in delivering EUC/DWP services
Should have worked and be open to work in a 24x7 environment
Proficient with any market leading Unified eXperience Management (UXM) solutions like Nexthink, Aternity, Systrack, 1e Tachyon, etc.
Hands-on/ exposure to Conversational Chatbot solution like ServiceNow VA, Avaamo, Moveworks, etc.
Possessing specialist knowledge of EUC Domain including Windows OS, User productivity applications, EUC devices
Good experience in Service Desk Operations and Applications Management
Good knowledge of Networks, Virtual Infrastructure, End User Application Management and Windows Servers
Extensive experience in Delivery Management
Exposure to project management and application management lifecycle
People management experience
Ability to explain complex ideas to cross-functional teams and Customer Stakeholders
Exceptional verbal and written communication
Extraordinary customer service and relationship management
Ability to communicate effectively with end users, business owners, developers, and various levels of management
Demonstrates initiative and ability to accomplish aggressive project goals when necessary
Comfortable working in a fast paced, Dynamic environment and developing flexible solutions to meet evolving business requirements
Preferred Skills Technical Skills required including but not limited to –
SCCM
Microsoft Windows, Apple Macintosh design architecture and deployment methodologies
Knowledge of modern Microsoft management platforms like Intune, SharePoint
Understanding of active directory
Understanding of Citrix and other remote/virtual desktop technologies
Basic understanding of SQL
Basic understanding of PowerShell or any other scripting language
Hands on experience on Microsoft Excel and PowerPoint
Hands on Experience with different ITSM tools like ServiceNow, BMC Remedy etc
.
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		'rel_gloc_ids' => '192,382,432,438,445,453',
		'currency' => 'SGD',
		'currency_name' => 'Singapore Dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Singapore',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'qatar' => array(
		'name' => 'Qatar',
		'country_id' => '178',
		'country_code' => 'qa',
		'slug' => 'qatar',
		'global_location_id' => '176',
		'rel_gloc_ids' => '176,252',
		'currency' => 'QAR',
		'currency_name' => 'Qatar Rial',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Qatar',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'pakistan' => array(
		'name' => 'Pakistan',
		'country_id' => '169',
		'country_code' => 'pk',
		'slug' => 'pakistan',
		'global_location_id' => '164',
		'rel_gloc_ids' => '164,979,1052,1053,1054,1055,1056,1057,1058,1059,1060,1061,1062,1063,1064,1065,1066,1067,1068,1069,1070,1071',
		'currency' => 'PKR',
		'currency_name' => 'Pakistani rupee',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Karachi',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'kuwait' => array(
		'name' => 'Kuwait',
		'country_id' => '116',
		'country_code' => 'kw',
		'slug' => 'kuwait',
		'global_location_id' => '116',
		'rel_gloc_ids' => '116,276,277,278,279,280,281',
		'currency' => 'KWD',
		'currency_name' => 'Kuwait Dinar',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Kuwait',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'oman' => array(
		'name' => 'Oman',
		'country_id' => '163',
		'country_code' => 'om',
		'slug' => 'oman',
		'global_location_id' => '163',
		'rel_gloc_ids' => '163,282,283,284,285,286,287,288,289,290,291',
		'currency' => 'OMR',
		'currency_name' => 'Oman Rial',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Muscat',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'jordan' => array(
		'name' => 'Jordan',
		'country_id' => '106',
		'country_code' => 'jo',
		'slug' => 'jordan',
		'global_location_id' => '110',
		'rel_gloc_ids' => '110,958,959,1101,1247,1246,1245,1244,1243,1242,1241,1240,1239',
		'currency' => 'JOD',
		'currency_name' => 'Jordanian Dinar',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Amman',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'philippines' => array(
		'name' => 'Philippines',
		'country_id' => '168',
		'country_code' => 'ph',
		'slug' => 'philippines',
		'global_location_id' => '171',
		'rel_gloc_ids' => '171,482,483,484,485,486,487,488,489,490,491,492,493,494,495,496,497,1262',
		'currency' => 'PHP',
		'currency_name' => 'Philippine Peso',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Manila',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'bahrain' => array(
		'name' => 'Bahrain',
		'country_id' => '23',
		'country_code' => 'bh',
		'slug' => 'bahrain',
		'global_location_id' => '17',
		'rel_gloc_ids' => '17,292,293,294,295,314,297,298,299,300,301,302,303,304,1276,1277',
		'currency' => 'BHD',
		'currency_name' => 'Bahrain Dinar',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Bahrain',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'sri-lanka' => array(
		'name' => 'Sri Lanka',
		'country_id' => '123',
		'country_code' => 'lk',
		'slug' => 'sri-lanka',
		'global_location_id' => '200',
		'rel_gloc_ids' => '200,1047,1048,1049,1084,1085,1086',
		'currency' => 'LKR',
		'currency_name' => 'Sri Lankan rupee',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Colombo',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'united-kingdom' => array(
		'name' => 'United Kingdom',
		'country_id' => '74',
		'country_code' => 'gb',
		'slug' => 'united-kingdom',
		'global_location_id' => '226',
		'rel_gloc_ids' => '226,1035,1036,1037,1038,1039,1040,1041,1042,1043,1044,1045,1046,1050,1259,1260,1261,1267',
		'currency' => 'GBP',
		'currency_name' => 'British Pound',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/London',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'malaysia' => array(
		'name' => 'Malaysia',
		'country_id' => '149',
		'country_code' => 'my',
		'slug' => 'malaysia',
		'global_location_id' => '131',
		'rel_gloc_ids' => '131,131,980,1051',
		'currency' => 'MYR',
		'currency_name' => 'Ringgit',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Kuala_Lumpur',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'nepal' => array(
		'name' => 'Nepal',
		'country_id' => '159',
		'country_code' => 'np',
		'slug' => 'nepal',
		'global_location_id' => '151',
		'rel_gloc_ids' => '151,981,1096,1097,1098',
		'currency' => 'NPR',
		'currency_name' => 'Nepalese Rupee',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Kathmandu',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'nigeria' => array(
		'name' => 'Nigeria',
		'country_id' => '155',
		'country_code' => 'ng',
		'slug' => 'nigeria',
		'global_location_id' => '158',
		'rel_gloc_ids' => '158,995,996,997,1095',
		'currency' => 'NGN',
		'currency_name' => 'Nigerian Naira',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Africa/Lagos ',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'newzealand' => array(
		'name' => 'New Zealand',
		'country_id' => '162',
		'country_code' => 'nz',
		'slug' => 'newzealand',
		'global_location_id' => '155',
		'rel_gloc_ids' => '155,998,999,1080,1081,1082,1083',
		'currency' => 'NZD',
		'currency_name' => 'New Zealand Dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Pacific/Auckland',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'brasil' => array(
		'name' => 'Brasil',
		'country_id' => '29',
		'country_code' => 'br',
		'slug' => 'brasil',
		'global_location_id' => '30',
		'rel_gloc_ids' => '30,1000,1001,1002,1003,1004,1005,1006,1007,1008,1009,1010,1011,1012,1013',
		'currency' => 'BRL',
		'currency_name' => 'Brazilian Real',
		'languages' => 'pt',
		'default_language' => 'pt',
		'country_time_zone' => 'America/Sao_Paulo',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'portugal' => array(
		'name' => 'Portugal',
		'country_id' => '175',
		'country_code' => 'pt',
		'slug' => 'portugal',
		'global_location_id' => '174',
		'rel_gloc_ids' => '174,1014,1015,1087,1088,1089,1090',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'pt',
		'default_language' => 'pt',
		'country_time_zone' => 'Europe/Lisbon',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'canada' => array(
		'name' => 'Canada',
		'country_id' => '36',
		'country_code' => 'ca',
		'slug' => 'canada',
		'global_location_id' => '38',
		'rel_gloc_ids' => '38,1019,1020,1021,1022,1023,1024,1025',
		'currency' => 'CAD',
		'currency_name' => 'Canadian Dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Canada/Saskatchewan',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'united-states' => array(
		'name' => 'United States',
		'country_id' => '221',
		'country_code' => 'us',
		'slug' => 'united-states',
		'global_location_id' => '227',
		'rel_gloc_ids' => '227,1314,1315,1316,1317,1318,1319,1320,1321,1322,1323,1324,1325,1326',
		'currency' => 'USD',
		'currency_name' => 'US Dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'America/New_York',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'angola' => array(
		'name' => 'Angola',
		'country_id' => '9',
		'country_code' => 'ao',
		'slug' => 'angola',
		'global_location_id' => '6',
		'rel_gloc_ids' => '6,1016,1091,1092,1093,1094',
		'currency' => 'AOA',
		'currency_name' => 'Angolan Kwanza',
		'languages' => 'pt',
		'default_language' => 'pt',
		'country_time_zone' => 'Africa/Luanda',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'australia' => array(
		'name' => 'Australia',
		'country_id' => '14',
		'country_code' => 'au',
		'slug' => 'australia',
		'global_location_id' => '13',
		'rel_gloc_ids' => '13,1026,1027,1028,1029,1030',
		'currency' => 'AUD',
		'currency_name' => 'Australian Dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Australia/Melbourne',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'kenya' => array(
		'name' => 'Kenya',
		'country_id' => '108',
		'country_code' => 'ke',
		'slug' => 'kenya',
		'global_location_id' => '112',
		'rel_gloc_ids' => '112,1031,1032,1075,1076,1077,1078,1079',
		'currency' => 'KES',
		'currency_name' => 'Kenyan Shilling',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Africa/Nairobi',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'ghana' => array(
		'name' => 'Ghana',
		'country_id' => '78',
		'country_code' => 'gh',
		'slug' => 'ghana',
		'global_location_id' => '83',
		'rel_gloc_ids' => '83,1033,1034,1072,1073,1074',
		'currency' => 'GHS',
		'currency_name' => 'Ghanaian Cedi',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Africa/Accra',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'ireland' => array(
		'name' => 'Ireland',
		'country_id' => '98',
		'country_code' => 'ie',
		'slug' => 'ireland',
		'global_location_id' => '104',
		'rel_gloc_ids' => '104,104,387,388,389,390,391,392,393,394,395,396,397,398,399,400,401,402,403,404,405,406,407,408,409,410,411,412,413,414,415,416',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Dublin',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'vietnam' => array(
		'name' => 'Vietnam',
		'country_id' => '229',
		'country_code' => 'vn',
		'slug' => 'vietnam',
		'global_location_id' => '234',
		'rel_gloc_ids' => '234,1170,1171',
		'currency' => 'VND',
		'currency_name' => 'Vietnamese Dong',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Ho_Chi_Minh',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'cyprus' => array(
		'name' => 'Cyprus',
		'country_id' => '51',
		'country_code' => 'cy',
		'slug' => 'cyprus',
		'global_location_id' => '55',
		'rel_gloc_ids' => '55,1230,1231,1232,1233',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Nicosia',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'malta' => array(
		'name' => 'Malta',
		'country_id' => '144',
		'country_code' => 'mt',
		'slug' => 'malta',
		'global_location_id' => '134',
		'rel_gloc_ids' => '134,1255,1254,1253,1252,1251,1250,1249,1248',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Malta',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'maldives' => array(
		'name' => 'Maldives',
		'country_id' => '146',
		'country_code' => 'mv',
		'slug' => 'maldives',
		'global_location_id' => '132',
		'rel_gloc_ids' => '132,1172',
		'currency' => 'MVR',
		'currency_name' => 'Maldivian rufiyaa',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Indian/Maldives',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'turkey' => array(
		'name' => 'Turkey',
		'country_id' => '213',
		'country_code' => 'tr',
		'slug' => 'turkey',
		'global_location_id' => '219',
		'rel_gloc_ids' => '219,1173,1174,1175,1176',
		'currency' => 'TRY',
		'currency_name' => 'Turkish lira',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Istanbul',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'thailand' => array(
		'name' => 'Thailand',
		'country_id' => '206',
		'country_code' => 'th',
		'slug' => 'thailand',
		'global_location_id' => '213',
		'rel_gloc_ids' => '213,1177',
		'currency' => 'THB',
		'currency_name' => 'Baht',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Bangkok',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'hong-kong' => array(
		'name' => 'Hong Kong',
		'country_id' => '91',
		'country_code' => 'hk',
		'slug' => 'hong-kong',
		'global_location_id' => '97',
		'rel_gloc_ids' => '97',
		'currency' => 'HKD',
		'currency_name' => 'Hong Kong dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Hong_Kong',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'germany' => array(
		'name' => 'Germany',
		'country_id' => '53',
		'country_code' => 'de',
		'slug' => 'germany',
		'global_location_id' => '82',
		'rel_gloc_ids' => '82,1178,1179,1180,1181,1182,1183,1184,1185,1186,1187',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Berlin',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'netherlands' => array(
		'name' => 'Netherlands',
		'country_id' => '157',
		'country_code' => 'nl',
		'slug' => 'netherlands',
		'global_location_id' => '152',
		'rel_gloc_ids' => '152,1188,1189,1190,1191,1192,1193',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Amsterdam',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'japan' => array(
		'name' => 'Japan',
		'country_id' => '107',
		'country_code' => 'jp',
		'slug' => 'japan',
		'global_location_id' => '108',
		'rel_gloc_ids' => '108,1327,1328,1329,1330,1331,1332,1333,1334,1335,1336,1337',
		'currency' => 'YEN',
		'currency_name' => 'Japanese yen',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Search Results
Web results

Asia/Tokyo',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'global' => array(
		'name' => 'Global',
		'country_id' => (int) 251,
		'country_code' => 'on',
		'slug' => 'global',
		'global_location_id' => '275',
		'rel_gloc_ids' => '275',
		'currency' => 'USD',
		'currency_name' => 'US Dollar',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => null,
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	)
)
$currentLocation = array(
	'name' => 'UAE',
	'country_id' => '2',
	'country_code' => 'ae',
	'slug' => 'uae',
	'global_location_id' => '225',
	'rel_gloc_ids' => '251,250,249,248,247,246,245,244,225',
	'currency' => 'AED',
	'currency_name' => 'UAE Dirham',
	'languages' => 'en,ar',
	'default_language' => 'en',
	'country_time_zone' => 'Asia/Dubai',
	'job_location' => '1',
	'published' => '1',
	'show' => '1'
)
$cityLists = array(
	(int) 0 => array(
		'name' => 'Dubai',
		'slug' => 'dubai'
	),
	(int) 1 => array(
		'name' => 'Abu Dhabi',
		'slug' => 'abu-dhabi'
	),
	(int) 2 => array(
		'name' => 'Ras al Khaimah',
		'slug' => 'ras-al-khaimah'
	),
	(int) 3 => array(
		'name' => 'Al Ain',
		'slug' => 'al-ain'
	),
	(int) 4 => array(
		'name' => 'Sharjah',
		'slug' => 'sharjah'
	),
	(int) 5 => array(
		'name' => 'Fujairah',
		'slug' => 'fujairah'
	),
	(int) 6 => array(
		'name' => 'Ajman',
		'slug' => 'ajman'
	),
	(int) 7 => array(
		'name' => 'Umm Al Quwain',
		'slug' => 'umm-al-quwain'
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Service Excellence Manager (Nexthink)

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Service Excellence Manager (Nexthink)

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