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Manager Informaon Technology Support

3 months ago

Sany, India SPECTRAL CONSULTANTS Full time
PRINCIPAL RESPONSIBILITIES
  • Manages the BAU dailytasks for 24x7 desktop support team and Tier 2 India process
  • Work closely with global ITSM Team (DesktopServiceDesk and NOC) on technical solution
  • Stakeholder Management (IT & Business)
  • Develops manages and maintains project plan and relateddocumentation based on scope and available resources.
  • Asset Management and Proper Reporting
  • Team Learning Team Management EES etc
  • Perform other duties as assigned.
MINIMUM REQUIREMENT
EXPERIENCE: 10 to 15 years with 5 years of relevant experience
Knowledge: should have strongknowledge on: Advance End user hardware windows OS basic networkingVDI AD DNS DHCP SCCM 0365 imaging patching Bitlocker MZ AzureMDM/In Tunes Powershell Scripting Security Tool Cybereason McAfeeRapid 7 Cisco End point VC etc.
Skills: Communicationreporting presentation team management leadership performancemanagement etc.
Should be able to develop drive andgovern the process. Implement the changes deep thinkeretc.
Need to manage conflict management on time deliveryetc.
Knowledge of IT Service Management processesServiceNow experience as well as experience with Discovery tool(CMDB)
Work independently and or lead projects asassigned to successful completion.
Create manage measureand report on key servicelevel metrics and key performanceindicators (KPIs) such as time to first response user satisfactionand Resolution SLA% met.
Assist in developing andleveraging technical operations best practices and problemmanagement to drive a culture of continuous processimprovement
Promote technical operations best practicesin tech support and beyond.
Encourage the use ofselfservice tools and a knowledge repository as mechanisms forincreasing enduser satisfaction and lowering costs.
Keepup to date on trends in enduser support management technologiessourcing policies procedures and other external changes that mayaffect IT services.
Develop top talent and mentor teammembers to help them meet and exceed their goals.
Manageteam schedules and resource capacity for each shift to ensurebalancing and preventing burnouts or a lack of service resources tohandle enduser inquiries.
Daily review andprioritization of queued tickets
Oversee IT supportprojects and operations in global workplaces.
Additionalresponsibilities as assigned or requested.
OperatingSystems: You should have indepth knowledge of different operatingsystems such as Windows macOS.
Networking: You mustunderstand different networking concepts including LAN WAN TCP/IPVPN DNS and DHCP.
Software Applications: You should befamiliar with different software applications includingproductivity software antivirus software and backupsoftware.
Cloud Computing: You must have knowledge ofcloud computing technologies including Infrastructure as a Service(IaaS) Platform as a Service (PaaS) and Software as a Service(SaaS)..
Fundamental understanding of OneLogin Okta SSOMicorsoft MFA Pega.
Knowledge and Hands on experience inmanaging O365 SharePoint teams etc.
Responsible for theimplementation of various technical solutions to satisfy userrequirements within the budget and project schedule.
Recommend place orders install and configure video conferencingunits as when required.
Troubleshoot and replace faultyvideo conferencing equipment.
Work closely with the AVVendor to install and troubleshoot the issues.
Identifyand recommend opportunities to improve and enhance videoconferencing services.
Can work well under pressure withlimited direction and is not only comfortable with change but anadvocate for change.
Passionate about providingbestinclass customer service.
Ability to multitaskacross a number of different projects and businessunits. Asset & LifecycleManagement
o Ensure that the End User operations aresustainable and that upgrade/refresh/replacement requirements arecaptured in Transurbans Asset Management and capital plans
o Contribute to planning process ensuring end userupgrade/refresh and capacity management requirements are factoredinto planning discussions; where decisions are made to deferupgrade/refresh plans ensure the Technology risk register isupdated accordingly