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

Key Roles and Responsibilities of Business team

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Kalpesh Mhatre
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36 views

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

Key Roles and Responsibilities of Business team

Uploaded by

Kalpesh Mhatre
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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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.

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