*job id*:
*required travel*: no travel
*managerial - no*
*location*:mexico-guadalajara (am)*
*who are we?*:
at amdocs, our mission is to empower our employees to 'live amazing, do amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.
*in one sentence*:
the role involves handling technical and business-related incidents and service requests from customers/end-users by following and ensuring service level agreements (slas) are met. This position requires skills in quantitative analysis.
*what will your job look like?*:
- prioritize, plan, and assign tasks to team members based on ability/focus for the day (basically do work allocation on daily basis).
- guide team to resolve technical issues, and manage their queries related to production/ operations.
- ensure that staff takes ownership of operational issues, be proactive when dealing with user issues, and track the status of activities managed by the team.
- *ensure that metrics, such as kpis and slas that are set for the unit, are met.*:
- respond to enquiries from customers and help resolve their problems (deal with escalations)
- take care of people management issues, such as hr issues of team members, conduct regular one-on-one meetings and performance management, manage employee grievances, promote team engagement to improve employee motivation and teamwork.
- proactively identify automation areas and best practices initiatives. Serve as client liaison and first level of escalation.
- ensure compliance with various audit processes such as iso/sas/sox/ssae16/client-requested audits, and so on.
- responsible for knowledge management, executing training plans, technical coaching, and mentoring.
- guide and assist team to identify and analyze production issues, track recurring issues, identify ways to prevent them, or suggest a permanent fix.
*the role also includes hands-on work as an analyst whenever required, guiding and assisting teams in problem resolution, providing technical coaching, mentoring, and knowledge management.*
*all you need is...*:
- bachelor’s degree in industrial engineering/ system analysis or equivalent
- 6 years of relevant it industry experience
- excellent communication skills and ability to respond to customer queries in a timely manner.
- good hands-on technical knowledge
- excellent domain knowledge in incident handling, production management, and audit processes
- experience in a complex global, matrix organization working across multiple time zones
- experience in working in ambiguous situations, working under pressure, and flexible work hours
- production-oriented with a sense of urgency and sensitive to production requirements.
- ability to work independently within clearly defined parameters and accordingly take decisions
- ability to adapt to different situations with a sense of ownership & accountability
- ms office - should have good presentation skills and command over excel
- good typing speed of 40 words per minute
*why you will love this job*:
- you will have a wide scope of activities
- you will have excellent products and solutions
- you will have scope for professional development
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*amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce