Program Manager - DHL

LOCATION

Mumbai, DOMAIN

Tech Support Level (L1/L2/L3)

L3 Required Relevant Domain Experience 12-15 Years relevant experience Job Type (Onsite/Remote)

Onsite Shift details (General/ 24X7)

General Qualification

B.E./Diploma/BSC/BTech (No education gap, Full time)

B.E. / Diploma [ In Computers Science, IT , Electronics & Telecommunication] [ Civil and Mechanical not preferred]

B.Sc. -IT

BCA or MCA [Full time course from a reputed University]

No gap in education [Passing year for S.S.C, H.S.C.

and Degree/Diploma to be mentioned] Certifications Required if ANY

Relevant Certification (Preference) Specific Remarks/Requirement by customer

Technical FMS Service Support & EUS product working experience is Mandatory plus team management

Role Purpose

In order to fulfil the objectives of providing Technical FMS Service Support & EUS product AMC for DHL Group on team management

Job Responsibilities 1 Ensure all defined processes are followed

2 Ensure Proactive actions taken for missed SLA calls & new initiatives implemented

3 Control attrition

4 Ensure Customer satisfaction

5 Suggest Process improvement

6 Ensure customer reviews are organized on weekly, Monthly & Quarterly basis

7 Technical & process Training to be planned for Team and assessment test.

8 Educate customer on new Technology solutions

9 Regular team meetings

10 Governance Review with Stakeholders

11 Plan training for onsite resources

12 Rewards & Recognition on regular intervals for team

13 Team Bonding activities to be planned for onsite resources

14 Critical gap assessment

15 Ensure Preventive maintenance at RE and non RE sites

16 Quarterly 1 site in each region to have BCP rehearse

Technical Skills/Knowledge Requirement

• Overall Operational Stability
• Day-to-Day Operations Management
• SLA Performance Management
• Incident & Major Incident Oversight
• Problem Management & RCA Governance
• Compliance with Audit & Policies
• Operational Risk Identification & Mitigation
• Vendor & Third-Party Coordination
• Change Impact Oversight (Operational)
• Billing Management
• Weekly / Monthly Service Reviews
• Stakeholder Management (Customer / DHL IT)
• Reporting & Management Dashboards
• Continuous Improvement Initiatives
• Escalation Governance & Decision Making