Manager - Technology Account Manager

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 people across 30 countries are driven by our innate curiosity entrepreneurial agility and desire to create lasting value for clients. Powered by our purpose the relentless pursuit of a world that works better for people we serve and transform leading enterprises including the Fortune Global 500 with our deep business and industry knowledge digital operations services and expertise in data technology and AI.

Inviting applications for the role of Manager Technology Account Manager!
In this role you will be responsible for managing IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security thus document process controls step by step procedures key inputoutput information for all activities & Explore opportunities to reduce the IT operational costs working with business and corporate teams.

Responsibilities
Serve as the employees primary point of contact.
Manage relationships in the senior IT organization through strategic governance meetings and beyond.
Manage Relationship with Business Operations and act as face of IT. Drive IT Governance with business and align roadmaps.
Regular reviews for Client and Corporate projects / technology upgrades new tech roll outs/ implementations across towers including applications products etc.
Ensure Zero Major Incidents due to hygiene issues for the account/s
Lead and manage critical customer escalations.
Report out performance metrics dashboards monthly updates and issue progress to Internal and Client Business and IT leaders as and when required
Lifecycle Management Engage with Customer/Partner to proactively advise of Services Lifecycle milestones.
Ensure 100 SOW compliance for all accounts in scope
Ensure all SLA metrics are met as per agreed SLA norms
Own and close audit non compliances / Operational Risk mitigation
Ensure effective Business Continuity Planning & delivery
Proactive communication on all the ongoing efforts as well as risk & mitigation plans required.
Partner with internal IT governance teams to help enhance processes systems and teams to deliver an outstanding customer experience by conducting deep dive analysis identifying issues & fix it with a sustainable solution
Exposure to document management processes and tools.

Qualifications we seek in you!
Minimum Qualifications / Skills
Graduate preferred in IT stream
Expertise in IT with one of IT infrastructure domains with relevant years of experience must have been in IT Operations and dealing with international stakeholders.
Experience in Data analytics using Excel Power BI or Tableau
Experience in driving IT operational metrics planning and conducting client and internal businesses IT operational governance and tracking action items to closure.
Ability to interact with technical and business executive leadership and operational staff and act as a Thought Partner
Ability to communicate clearly and concisely both orally and in writing
Strong negotiation and analytical skills with experience in using Excel and PowerPoint
Flexible to accommodate timezones as to meet the client demands clients being geographically dispersed
Excellent interpersonal and communication skills
Ability to work both independently and in various team settings
Ability to work under pressure with a strong sense of setting priorities

Preferred Qualifications/ Skills
Knowledge in Voice domain would be an added advantage
Knowledge in Application Support and Lifecycle managed would be an added advantage

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation. For more information visit www.genpact . Follow us on Twitter Facebook LinkedIn and YouTube.
Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.