IT Service Delivery Manager
4 days ago
About the Position:
IT Service Delivery is a critical role that requires an individual to manage and oversee key IT infrastructure initiatives and related projects. The ideal candidate will be well-versed in cloud technologies, particularly Office 365 suite, Line of Business (LOB) Applications, Active Directory, MS-Exchange, and Service Desk models.
Responsibilities:
- Provide support for key IT infrastructure initiatives (management and technology roll out) and related IT operation projects
- Be knowledgeable about Cloud technologies (preferably Office 365 suite), Line of Business (LOB) Applications, Active Directory, MS-Exchange & Service Desk model
- Support VIP users on Microsoft Windows Platform & Apple MAC /iCloud with hands-on experience
- Offer basic level support on in-house applications and collaborate with the Appl LOB team, Server and Network teams for resolution if required
- Act as an escalation Lead or Subject Matter Expert for in-house L1 / L2 technical teams to resolve peculiar technical issues specific to Windows and Cloud and internally with Infra, Network, Production and Editorial during critical shifts
- Liaise with vendors, OEMs, Service Integrators and Subject Matter Experts for escalated calls
- Provide executive/VIP support/shareholder support in business or non-business hours as per request (on-site/off-location)
- Ensure end-to-end call closure as per client satisfaction
- Drive Technology adoption and employee readiness on latest technologies (end-user space) by delivering productivity sessions on deployed tools and technologies
- Support Build, Install, Move, Add, and Change (BIMAC) Services
- Follow BCCL and TGIT standards, procedures, and security policies to meet predefined support metrics including configuration compliance %, SLA, client satisfaction
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