Jobs @ IBM Daksh

Mumbai

6 yrs with 8-12 months as a team leader
2 years + Experience with traditional trade finance-(letters of credit) processes and systems covering exports/imports/shipping guarantees.

Graduate

• To create and maintain standard operating processes for trade finance – export/imports/shipping guarantees
• To identify and improve operational and business tools for improving operational efficiency
• Create training material on traditional trade finance – letters of credit operations
• Impart formal and informal training
• To provide support to the team by acting as the first line of escalation of agent related queries, process/regulation updates and to accomplish the goal of providing exceptional customer experience.
• To be a single point of contact with the team and the senior management on the one hand and with the client on the other through effective communication on key business issues
• To develop strong inter-personal relationships with the team to cohesively bond them together with the company and integrate them with the vision and core values.
• To identify areas of concern and under performance and take corrective measures.
• To provide hands-on assistance, share information proactively and troubleshoot for team in case of problems, both, through direct intervention and mentoring
• To provide support to meet all agreed client SLAs and performance parameters

• Good communication skills
• Interpersonal skills
• Process orientation
• High level of integrity

Mumbai

2-3 years

Should be an engineer - preferably in computer sciences, electronics & telecommunications. An honors course in computer sciences like B.Sc computer sciences would also be considered depending upon the nature of the other qualifications and post-qualification experience.

• Maintenance of IBM Daksh backbone ATM networks
• Maintenance of Internet, Extranet and Intersite connectivity
• Maintenance of Security systems related to ATM, Internet and Extranet networks
• Evaluation of new technologies
• Design Improvements
• Should use the instrumentation in the networks and other IT infrastructure to recognize early warning signals and proactively initiate the necessary change requests and follow-up until closure
• To tap domain expertise in other areas like LAN, WAN and Telecom to address complex technical issues
• Should ensure that vendors' technical support is effectively utilized
• Be aware of service levels and monitor performance against these Performance metrics/
• Parameters: High Availability of the network services; Optimization of network resources;
• Robustness of security Infrastructure; Generation of performance reports for management; Adherence to processes

• Understanding of ATM networks
• Hands on experience of working on Cisco IGX and MGX and other multiservice switches
• Understanding of various protocols such tcp/ip, udp etc
• Hands on experience of working with Cisco routers, switches and firewalls
• Hands on experience of Cisco WAN Manager
• Exposure to the IT Services/IT Enabled Services industry is desired but not essential
• The candidate must preferably have a strong 'Operations Support' experience
• Experience in managing a 24x7 operation an added advantage
• Should have had the experience of working in teams
• A sound understanding of the technical aspects of a) LAN, b) WAN and some idea of a) Telecom and b) Voice platforms
• Should have Cisco certifications CCNA, CCNP

Mumbai

4-7 years

Should be an engineer - preferably in computer sciences, electronics & telecommunications. An honors course in computer sciences like B.Sc computer sciences would also be considered depending upon the nature of the other qualifications and post-qualification experience.

• Day to Day Support by coordinating between Agents, IT helpdesk and Customer Helpdesk to get the problem resolved with a minimum response and resolution time
• Server management
• IT housekeeping
• Application and server monitoring. Server performance evaluation
• To assist WAN/LAN /VOICE specialists in related implementations with all documentations required for after implementation support. And follow the support procedure To play a role of second level support for problems pertaining to Local IT infrastructure excluding from Desktops
• To religiously follow the customer escalation proceedure to make sure that we are compliant with customer requirement arising from time to time
• Maintain Vendor contact and relation ship. To maintain documented procedures of all the support agreements and Vendor escalations

• MCSE Certification
• Minimum exposure [installation & configuration] of 1 year on Windows 2000 Server, Lotus Domino Mailing Server & Veritas Backup.

Mumbai

6-9 years of relevant experience

Graduate in any discipline

• Delivery of timely and accurate project results through the successful direction and supervision of Team leads & direct reports that operate within the various teams of the overall project.
• With the use of effective performance management and career development strategies provide succession planning for key positions within the team and implement flexible strategies to motivate the teams to achieve department and client goals
• Operational management of the various project functions and implementation of strategies that ensure delivery of predetermined SLA’s and KPI’s.
• Analyse key measures and metrics to ensure results and performance remain at optimum level.
• Focus on achievement of monthly/quarterly targets.
• Manage project development, process and procedure reengineering and the transition of new business streams into the project.
• Continuously evaluate and identify enhancement strategies to improve results, performance and customer service levels, implement and monitor quality assurance processes.
• Communication to IBM Management regarding the performance of the project in relation to appropriate KPI’s and SLA’s.
• Clear, accurate and regular monitoring and reporting to the Client, both verbal and written, on project results, issues and proposed solutions.
• Co-ordinate agenda items with the client and take responsibility for ensuring all agreed action points are progressed within agreed timescales.

• Leadership skills
• Excellent people management skills
• Decision making skills
• Client partnering

Mumbai

0-3 years

Graduate in any discipline
Undergraduates pursuing further education through correspondence
HSC pass candidates must have minimum 6 months international/domestic BPO experience

• Customer service for end customers in the U.S and U.K.
• Meet client set targets

• Communication Skills (Oral comprehension & expression)
• Critical thinking
• Numerical Ability
• Customer skills