AddressLead SROC will be a techno-commercial energetic security professional and will be Instrumental in setting up the India Security Operations Centre. Own the set-up operational plan and ensure delivery of Go-live as per the same. Lead delivery in coordination with each function eg. Sourcing, procurement, I.T., Projects, Services, Admin., Finance, HSE etc. to ensure seamless execution of the center. Operate the center seamlessly to ensure delivery of each customer's kpi's.-Manage and deliver monthly financial, operational KPIs from the center. Support Pre-Sales and solutioning. Lead customer engagement to drive a targeted renewal, upsell services program.
Role & Responsibilities :
- Adhere to the business plan for SROC and manage it as a profit center
- Operate & ensure delivery of the SROC kpi's consistently
- Use technology to build long term relationships with customers and become a supplier of choice with them.
- Ensure delivery of all solutions within timelines to the customers and its uptime.
- Review the solutions implemented and take corrective measures as and when required for high-quality service standards.
- Provide advice to the strategic direction of the business from a risk, compliance and incident management perspective.
- Review and ensure timely completion of projects to the customers through installation, commissioning, liasioning with builders, architectures and principal contractors etc.
- Explore technology and solutions to continuously innovate and offer wider and richer solutions to customers.
- Strive to understand customer's needs and deliver the right/customized solutions
- Analyze market data, customer feedback to better understand customer's needs and provide guidance to teams to customize solutions.
- Build effective relationships at the top most level with critical customers across the branches (alongwith BD Head/ team) to ensure customer satisfaction
- Ensure revenue delivery by interacting with acquiring new clients
- Leverage the vertical sales teams and the strategic accounts team to deliver revenue results
- Promote awareness within the team on safe working procedures and how to identify health & safety issues
- Ensure timely delivery to the customers through the partner
Relevant Experience :
- Minimum : Bachelor's of Engineering degree in Electrical, Electronics, I.T. or equivalent.
Desired : MBA / Master's degree or equivalent.
- Minimum 3-5 years in setting-up/operating/scaling command centers
- Minimum 8-10 years of experience of Command/contact centers.
- Ability to work in ambiguity and a rapidly changing technical environment
