To ensure implementation and maintenance of Quality Management Systems in the account.

To ensure that service norms committed to customer are met.

Ensure customer satisfaction by responding to a ll escalations regarding IMS services.

Review IMS performance with the customer periodically during on-going phase.

To act as a single point contact for the customer for all IMS related issues.

To organize resources required for running the account / providing services as per SLA.

To ensure implementation of processes for all IMS services covered in the contract.

To ensure preparation of process documents for all services covered in the contract.

To escalate the quality issues beyond control to the higher-ups and get the solution at the earliest.

To identify training needs and ensure that trainings are carried out to meet the quality service requirements of the account.

To ensure that customer complaints are resolved by taking corrective actions.

To evaluate engineer performance periodically.

To ensure control of customer supplied product.

To conduct final audits for all services.

To recommend for deviations.

Excellent communication skills & presentation skills.

BE / MBA with 9-11 years of IT experience.

Experience of IT infrastructure management is necessary.

Should have good team handling skills and also have knowledge of business (finance, collection, etc.)

ITSM / PMP certification is preferred.