RCC Support Lead - London, United Kingdom - Hirextra -World's First Staffing Aggregator

Description

Key Responsibilities

• An active and involved leader in the overall mission of the bps Wells Remote Collaboration Center (RCC), supporting the delivery of Business outcomes by ensuring the effective operation of the underpinning Digital assets and resources.
• Owner of the financial management and SLA/KPI standardization to
• Drive consistency across East and West RCCs.
• Monitor the delivery of the support teams delivery.
• Develop strategic and tactical operations and resource plans, goals, and priorities for the support team, based upon business and Digital objectives.
• Incident Management: Leverage the incident management process. This includes but is not limited to:
• P1 Management, Reporting, communications
• Root Cause Analysis
• Continuous Improvement
• Reducing Mean Time to Troubleshoot and Repair
• Maintain stability and reliability while supporting consistent outcomes.
• Custodian of IT environments.
• Escalation point for all incidents P2 and above in severity/impact.
• Integrator among disparate service providers and support partners
• Identifies opportunities for and drives organizational initiatives and programs to support business process improvements and cost optimization.
• Provides overall people-care management for direct reports, setting and monitoring of performance plans, coaching, and fosters team-wide performance standards, expectations, and practices to support ongoing team member and process development.