Manager, APAC Field Services
2 weeks ago
Date Posted:
Country:
India
Location:
1st Flr, Wing B, North Gate Phase-II, Modern Asset, Sy.No.2/2, Venkatala Village, Yelahanka Hobli, Bangalore – 560064, Karnataka
Position Role Type:
Unspecified
Summary of Role:
Manages a field technical support group that covers a wide geographic region. Responsible for close interactions with site business partners and leadership to fully understand and align IT support with business goals. This role will be required to manage and lead specific support aspects of the site including but not limited to desktop support, IT support, local aspects of infrastructure and physical asset management.
Responsibilities:
Directly supervises exempt and/or nonexempt associates. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.
Manages the regional IT infrastructure support teams to meet the needs of the business. Participates in the regional business and IT planning process to provide input and solicit expectations with regards to future IT support
Drives and delivers initiatives and projects and ensures local service operation performance achieves established SLA goals
Oversees global initiatives that require local implementation
Ensures that there are consistent, standardized processes in place locally for managing IT escalations, issues resolution, staff mentoring and financial and IT planning
Serves as the business conduit for escalations related to support, services and delivery
Performs proactive analysis on all factors impacting availability and service level attainment
Ensures IT services are available and operational is all areas of responsibility
Evaluates, negotiates price and purchases IT equipment based on corporate standards for items to support local operations.
Performs other related duties as required.
Experience:
Minimum of 8 years of prior relevant experience. Requires broad background with exposure to various infrastructure technologies including servers and networks, desktop technologies including hardware and software, and strong troubleshooting skills.
Education:
A University Degree or equivalent experience and minimum 8 years
prior relevant experience, or An Advanced Degree in a related field and minimum 5 years experience
Preferred Qualifications:
- ITIL Foundations, A+, MCSE, Net+, PMP or other technical and professional certifications desired. Demonstrated experience in service-focused technical environment.
Demonstrated strong people leadership, relationship building, and customer service skills
RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.
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