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- Current openings at DSPL



1)    SLA Advisor

LOCATION          : Mumbai

Job Profile:

  • Continuously monitor and manage the SLA against service delivery for each such Bank, so as the SLA is conformed to on a daily & monthly basis.
  • Ensure generation of reports on service delivery against SLA on a daily basis which needs to be sent to the Bank everyday (except Sundays & bank holidays, for which the report shall be sent on the following working day). For other Banks, report needs to be sent daily. This is to be done through data import from EMS into revisor, and further authentication of each trouble ticket in revisor (as per revisor training provided). This will also include coordination with respective operations team on a daily basis for authenticating data & appropriate reporting.
  • Analyze reports on a daily basis to highlight deviations & service delivery shortcomings ATM wise. Action based on analysis will include daily email communication highlighting the impact of any noted SLA failure & suggesting corrective measures to concerned team in Diebold (Eg. Cash, service, etc). (Eg. with relevant service manager & service director in case of a downtime attributable to service engineer response time/ parts availability/etc., or with Head Cash & caretaker services & Cash Manager for downtime attributable to Cash outs/ FLM response time , etc) This has to be followed through for implementation wherever agreed to be implemented.
  • Use the exercise done at point 4 above to further Analyze reports data on a daily & weekly basis highlighting the uptime against each ATM as on that date (considering monthly calculations) as well as the window (in hours) available for acceptable downtime for the rest of the month.
  • Ensure preparation & validation of monthly reports for capturing the overall monthly ATM wise SLA adherence for each Bank under MS by 7th of every month and present to internal management including Project Manager & Account Manager. Post verification by PM & AM this has to be printed and submitted & presented to the Bank by the specified deadline for each Bank.

Requirement:

  • Graduates
  • Very good communication skills (Verbal as well as written)
  • Very good MS Excel skills
  • Knowledge of MS Access
  • Previous experience in MIS or any Analytical role
  • Must be ready to work in any shift

Candidates with experience from the ATM industry would be preferred



2) Executive – Call Centre

LOCATION          : Mumbai

JOB DESCRIPTION:

  • Manage inbound call flow from Global Customers – Vendors, Customers and field engineers.
  • To dispatch and follow-up on the received calls for the faulty ATM’s identified.
  • Assign SLM (Second Line Maintenance) calls with Field engineers for an ATM that needs an SLM visit.
  • To do rigorous follow-ups on calls going beyond TAT, resulting in an SLA breach.
  • Outbound calls to Field Engineers for updates on tickets logged and expected time of closure.
  • Call and Ticket closure on issue resolution where needed.
  • Reply to the mails with proper updates.

Desired Skill:

  • Excellent Communication skills – Verbal and Written.
  • Confidently and professionally converse with International Customers.
  • Prior exposure in an International Operations is an added advantage.
  • Good Analytical skills with an eye for detail.
  • Ability to multi-task with a good adaptability to change
  • Focused on Customer delight, collaborative and a go-getter.
  • Good typing speed ( 20-30 wpm)

Educational Background:

  • Graduates or Diploma Holders.
  • Students undergoing graduation can also be considered.

Timings:

  • The person will be required to work rotational shifts in International Timings.



3) Executive – Incident Management

LOCATION          : Mumbai

JOB DESCRIPTION:

  • Ability to monitor incidents/faults on ATM.
  • Effective trouble shooting skills – Over phone and remotely.
  • Dispatch of incidents to field teams and strong follow ups and updates.
  • Cross functional coordination between departments.

Desired Skill:

  • Excellent Communication skills – Verbal and Written.
  • Strong Semi-Technical knowledge.
  • Confidently and professionally converse with International Customers.
  • Prior exposure in an International Operations is an added advantage.
  • Strong Analytical skills with an eye for detail.
  • Ability to multi-task with a good adaptability to change.
  • Focused on Customer delight, collaborative and a go-getter.
  • Good typing speed ( 20-30 wpm).

Educational Background:

  • Graduates or Diploma Holders.
  • Students undergoing graduation can also be considered.

Timings:

  • The person will be required to work rotational shifts in International Timings.


Apply to DSPL: dsplresume@diebold.com