Endpoint Performance and Problem Management Leader

2 weeks ago

Gurgaon, Haryana, India Egon Zehnder Full time

The Position

This role will require hands-on experience of driving endpoint performance improvements by working on imaging processes and technologies and leading our problem management practice. As the Problem Manager, you will be responsible for coordinating and directing all facets of the problem management effort, including bringing the right teams, tools, and information together. You may also delegate subtasks to other team members as seen necessary.


• Establish leads and manage ITSM Problem Management processes across teams.


• Analyze Incidents and Service requests to ensure that all potential Problems have been captured (i.e. identifies recurring issues and issues not being resolved).


• Capture, track and communicate progress of problem(s) to stakeholders.


• Ensure Problem Ticket and Master RCA Investigation Task assigned to Problem Manager in ServiceNow.


• Review progress/results with senior management and share reports and metrics.


• Create and maintain Known Error database.


• Build a strong relationship with Engineering and Security teams.


• Work very closely with the Incident Managers to support ITIL best practices and to help manage on a day-to-day basis.


• Identify areas for constant service improvement and minimize business impact of incidents by preventing issue recurrence.


• Should have a deep understanding of Windows endpoints and configuration along with experience with technologies like Auto Pilot.


• Should have worked on enterprise level initiatives to maintain an industry standard level of DXI in an organization.

Knowledge and Experience requirements


• Minimum experience of at least 12 years and out of which over 2 years of working experience in building and deploying standard images for endpoints.


• Experience in working in a geographically distributed, cross-functional organization.


• Demonstrated success leading teams, including hiring, and managing performance.


• Experience planning and managing infrastructure programs and projects.


• Knowledge of contemporary IT architecture and concepts.


• Ability to take initiative and prioritize tasks and good time-management skills.


• Working experience with, ITSM concepts and frameworks.


• Knowledge of server and storage techniques, including virtualization and cloud solutions- Azure & AWS and Telecom technologies.


• Knowledge of cybersecurity principles and how they apply to endpoints.

Benefits

Benefits which make us unique

We value our people and offer employees a comprehensive benefits package.

Benefits Highlights:

  • 5 Days working in a Fast-paced work environment.
  • Work directly with the senior management team.
  • Reward and Recognition.
  • Employee friendly policies.
  • Personal development and training.
  • Health Benefits, Accident Insurance.

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