Scribd Logo
Upload

Welcome to Scribd!

  • 10 views

    Key Result Areas (KRA) For Operations and Business Team - Xangars Infratech Solutions

    Uploaded by

    Kalpesh Mhatre
    Key Roles and Responsibilities of Business team

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Key Result Areas (KRA) For Operations and Business Team - Xangars Infratech Solutions

    Uploaded by

    Kalpesh Mhatre
    10 views4 pages
    Key Roles and Responsibilities of Business team

    Original Title

    KRA

    Copyright

    © © All Rights Reserved

    Available Formats

    DOCX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Key Roles and Responsibilities of Business team

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    10 views4 pages

    Key Result Areas (KRA) For Operations and Business Team - Xangars Infratech Solutions

    Uploaded by

    Kalpesh Mhatre
    Key Roles and Responsibilities of Business team

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    You are on page 1of 4

    Key Result Areas (KRA) for Operations and Business Team – Xangars Infratech

    Solutions

    Service Delivery Management


    Objective: Ensure consistent and timely delivery of IT services to clients.
    Key Responsibilities:
     Oversee and manage the smooth deployment of software, applications, and IT
    infrastructure.
     Ensure all client support tickets are resolved within the agreed SLAs.
     Coordinate with relevant teams (development, QA, and support) to address client
    issues and implement timely fixes.
    Performance Indicators:
     Percentage of service tickets resolved within SLA.
     Client satisfaction scores (CSAT) postdelivery.
     Timely delivery of projects or services according to the agreed upon schedule.

    Incident and Problem Management


    Objective: Minimize operational disruptions by identifying and resolving incidents and
    problems swiftly.
    Key Responsibilities:
     Monitor and manage system performance and incidents to prevent service disruptions.
     Identify recurring issues and ensure root cause analysis and long term solutions.
     Communicate with the technical support teams to ensure prompt resolution of issues.
    Performance Indicators:
     Number of critical incidents and their resolution time.
     Reduction in recurring incidents due to problem management processes.
     Root cause analysis and implementation of preventive actions.

    Process Optimization and Efficiency


    Objective: Continuously improve internal processes to maximize productivity and reduce
    waste.
    Key Responsibilities:
     Evaluate and streamline internal workflows, procedures, and operational processes.
     Implement automation tools to improve efficiency in service management, incident
    response, and reporting.
     Suggest and implement cost cutting strategies without compromising service quality.
    Performance Indicators:
     Reduction in operational bottlenecks and inefficiencies.
     Improvement in the speed and accuracy of internal processes.
     Cost savings achieved through process optimization.

    Client Relationship Management and Communication


    Objective: Foster strong client relationships by ensuring transparent, consistent, and
    proactive communication.
    Key Responsibilities:
     Act as the point of contact for clients for operational queries, service updates, and
    issue resolution.
     Provide clients with regular updates on the status of ongoing projects, incidents, and
    service requests.
     Conduct regular checkins and satisfaction surveys to ensure client expectations are
    being met.
    Performance Indicators:
     Client feedback and satisfaction levels.
     Number of proactive client communications.
     Timeliness and clarity of reports and updates provided to clients.

    Resource and Vendor Management


    Objective: Efficiently manage resources (both human and technological) and vendor
    relationships to ensure smooth operations.
    Key Responsibilities:
     Coordinate with internal teams to allocate the appropriate resources for projects and
    day to day operations.
     Manage relationships with third-party vendors and service providers, ensuring that
    SLAs are met.
     Monitor performance, billing, and contract terms with vendors to optimize costs and
    service quality.
    Performance Indicators:
     Resource utilization rates (internal and external).
     Vendor performance against SLAs and contract terms.
     Reduction in vendor related issues and disputes.

    Risk Management and Compliance


    Objective: Ensure operational practices comply with internal policies, industry standards,
    and regulatory requirements.
    Key Responsibilities:
     Regularly assess operational risks and work on mitigation strategies.
     Ensure compliance with security protocols, data protection laws, and IT governance
    frameworks.
     Conduct regular audits to ensure adherence to operational and regulatory standards.
    Performance Indicators:
     Number of security or compliance breaches.
     Audit results and compliance scores.
     Risk mitigation actions implemented on time.

    Team Collaboration and Development


    Objective: Build a high performing, collaborative operations team by fostering skill
    development and teamwork.
    Key Responsibilities:
     Ensure team members are adequately trained and up to date with the latest
    technologies and processes.
     Foster collaboration across different teams (IT, development, QA, support) to achieve
    operational goals.
     Conduct regular team performance reviews, feedback sessions, and provide coaching
    to improve team output.
    Performance Indicators:
     Employee satisfaction and retention rates within the operations team.
     Number of training and development sessions conducted.
     Improvement in team performance and contribution to key initiatives.

    Reporting and Documentation


    Objective: Maintain transparent and up to date records of operations to facilitate decision
    making and audits.
    Key Responsibilities:
     Prepare regular reports on service performance, incidents, resource utilization, and
    client feedback.
     Maintain comprehensive documentation for processes, workflows, and best practices.
     Analyze reports to identify trends, challenges, and areas for improvement.
    Performance Indicators:
     Timeliness and accuracy of operational reports.
     Quality and completeness of process documentation.
     Actionable insights and recommendations derived from reporting.

    Budgeting and Financial Management


    Objective: Ensure effective use of operational budget resources to deliver quality service
    without exceeding financial targets.
    Key Responsibilities:
     Develop and monitor budgets for operational activities and resources.
     Ensure financial efficiency in all operational spending, including technology
    investments and vendor contracts.
     Recommend cost effective solutions for infrastructure, software, and other operational
    resources.
    Performance Indicators:
     Adherence to budget constraints.
     Cost savings or avoidance through effective budget management.
     Return on investment (ROI) for operational expenditures.

    You might also like

    pFad - Phonifier reborn

    Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

    Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


    Alternative Proxies:

    Alternative Proxy

    pFad Proxy

    pFad v3 Proxy

    pFad v4 Proxy