IBM First Line Manager in BANGALORE, India

About IBMIBM India since 1992 provides solutions and services spanning all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes IBM India from other companies in the industry. Business Unit Introduction:IBM Global Technology Services (GTS) helps clients plan, implement and manage an efficient, resilient, flexible IT infrastructure. IBM GTS is the partner of choice for infrastructure services – be it transformational outsourcing tied to business outcomes or integrated managed services or discrete services. Who you are:

  • You will be involved in managing a team, Client/Customer/People Management

  • Forecasting and Planning

  • Manage the daily team activities and ensure the daily operations run smoothly.

    What you’ll do :

  • Drive Team adherence and manage monthly scheduling.

  • Manage key business metrics like SLA's and CE

  • Run reports & conduct a thorough analysis of SLA misses.

  • Drive Continuous Improvement in the team along with metrics improvement

  • Generate dashboard and scorecards for the Team for review.

  • Performance management and appraisals for the entire Team.

  • Weekly Reviews to the Management on key deliverables.

  • One-One with the team and scheduled Monthly Team meetings.

  • Feedback and Coaching

  • Knowledge management for the team and quality control

  • Apply performance management strategies - action plans, BQ planning

  • Responsible for people/employee career development

    How we’ll help you grow:

  • You’ll have access to all the technical and management training courses you need to become the expert you want to be

  • You’ll learn directly from expert developers in the field; our team leads love to mentor

  • You have the opportunity to work in many different areas to figure out what really excites you

  • Good communication skills

  • Practice and focussed on Metrics.

  • Should be able to drive Continuous Improvement in process.

  • Optimize use of tools/technology and workforce management techniques to improve efficiency and effectiveness of supported accounts

  • Good command of MS Excel

  • Strong interpersonal skills to facilitate cross functional interaction

  • Strong technical documentation, problem solving and analytical skills

Client Innovation Center (CIC)