Porto Alegre –TI



Educational Qualification:Honours degree related to IT or Management;Fluent in English (+ spanish).


Evaluates team capacity, defines sourcing strategy and sources;


Guarantees that the different support teams are aligned in terms of technical capacity and knowledge of the support procedures;


Coordinates the different executing teams promoting the same kind of rules, the same team spirit;


Coaches the team members and promotes a positive constructive attitude;


Evaluates and acts on the results of the quality controls executed by the service controllers;


Defines the service execution workflow and the procedures for registering calls, registering and tracking incidents, providing feedback to customers and closing incidents;


Provides a support tool to manage the workflow and controls its utilization;


Controls exceptional situations where lack of service quality, lack of resources or unplanned situations happen;


Decides exceptional call distribution to different teams when time required for execution is not as expected and follows-up;


Strong technological knowledge; Strong Knowledge on retail business -at least in one area;


Maturity level on costumer relationship management; Focus on internal links and team promotion.


Knowledge on ADSM trends; Certification in ITIL or ISO 20000.


E-mail: kharinna.leonardo@wipro.com