Key Responsibilities:

• Analyze all training requirements and document the same
• Design and Develop Training Offerings suitable for both Instructor-Led / Virtual delivery using tools like MS PowerPoint, MS Word, Teams Recording, etc.)
• Liaise with the Operations Management team to plan, schedule, and deliver training.
• Deliver and Evaluate all New Hire On-Boarding and Up-Skills Training requirements (both technical & soft skills)
• Develop and deliver Updated Training Modules and Process Updates
• Gathers and summarizes course evaluations to provide data for review by program lead and management to determine the effectiveness of training sessions.
• Participate in the training audit program to ensure that the training offerings available are current, accurate, relevant, complete, and of the highest quality.
• Engage across various ITOps/Service Desk functions (e.g., Support Readiness, Release Management, Quality, ITOps/Service Desk Team, etc.)
• Design and Develop Assessments to Assess and evaluate the effectiveness of training and the knowledge of the learner.
• Participate in project meetings and contribute to the delivery of project deliverables related to training.
• Understand the customer needs (Customer Care) and strive to meet them to their satisfaction providing innovation that will drive a better customer experience.
• Plan Re-fresher training to improve frontline proficiency on technical skills and User Handling
• Work from Home during Business continuity scenarios

Qualifications & Experience:

• Qualification: Graduate in any stream preferably Engineering
• Experience: 2 years
• Certifications Preferred: Windows OS, ITIL V4
• Must be good in Microsoft Office applications, Microsoft Word, Microsoft Excel, Microsoft PowerPoint
• Superior Communication (Verbal/Written) Skills
• Ability to Interact Effectively
• Strong Technical Knowledge
• Good interpersonal skills
• Flexible to work in different shifts
• Proficient with Hardware / Networking/ Operating System and other related technical issues.
• Proficient with all ITOps/ServiceDesk tools and processes
• Proficiency in English (Read/Write/Speak/Understand)
• Strong Technical Knowledge in terms of IT/Service Desk, Excellent Communication skills (Written/Verbal), Good Interpersonal skills, Creating self-help material such as knowledge base, training videos etc. Should be able to work in 24X7 environment