Solution Center Executive

3 months ago

Mumbai, India Lubrizol Corporation Full time

About Lubrizol  
The Lubrizol Corporation, a Berkshire Hathaway company, is a specialty chemical company whose science delivers sustainable solutions to advance mobility, improve wellbeing and enhance modern life. Founded in 1928, Lubrizol owns and operates more than 100 manufacturing facilities, sales, and technical offices around the world and has about 8,000 employees. For more information, visit www.Lubrizol.com.  

We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognise unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life. 

Summary of the Role:

This position will be responsible for the tactical day to day IT Infrastructure operations of the regional Solutions Center. The Regional Solutions Center team member will be responsible to ensure proper operation of Solution center ticketing system, and adherence to IT policies, processes and procedures. This position will require frequent interaction between Solutions Center/admin, managers, team leads and staff.  There are also requirements to work closely with all functional IT groups to ensure that Solutions Center is providing best possible support to end users and align with the global vision. Primary responsibility of this role is to deliver quality customer experience and attain better CSAT score.

 

Responsibilities / Accountabilities:  

  • Respond to end user interactions including “Solution center”.
  • Work to resolve the IT incidents and service requests.
  • Ensure global/regional IT processes and procedures are followed by all in region.
  • Ensure satisfactory score in Customer Satisfaction Surveys
  • Coordinate for support to IT projects and IT Operations.
  • Manage IT utility systems like attendance, access control, CCTV, etc.
  • Coordinate/Handle IT Infrastructure audits.
  • Promote the use of all ITSM processes in region including but not limited to the following:
    • Incident Management, 
    • Knowledge Management, 
    • Problem Management, 
    • Change Management, 
    • Configuration Management, 
    • Service Catalog. 
    • Asset Management
  • End user management.
  • Management IT related procurement processes from procure to pay.
  • Travel to other regional Solutions Center locations may be needed.
  • Manage and maintain conference system of all meeting/conference/training room.


Requirements (education, experience, competencies and specific job requirements):

 

  • Excellent communication skills including active listening skills and ability to convey empathy.
  • Customer service skills with the ability to provide consistent, positive end user experiences and address issues proactively.
  • Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems in turn creating or updating processes, procedures, and resolutions in the knowledgebase as needed.
  • Time management skills including setting appropriate expectations with end users for resolution.
  • Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require minimal supervision.
  • Relationship-building skills including the ability to develop intra- and inter-team relationship as well as build and establish rapport with end users efficiently.
  • Multi-tasking abilities while focusing on effective prioritization of work.
  • Provide support for utility systems like CCTV, Attendance machine, Access Control System.
  • Manage and keep IT Infrastructure (server room, UPS, etc.) up & running to the satisfactory level.
  • Vendor management
  • The ideal candidate will also have knowledge in and familiarity with the following:
    • Microsoft Windows 10
    • Office 365 applications including Teams, OneDrive, Outlook, and OneNote
    • Microsoft Internet Explorer and Edge, Google Chrome, and Safari
    • SharePoint online
    • Adobe Acrobat PDF, Foxit Reader, and other office applications.
    • ServiceNow, SolarWind
    • VMware Horizon View
    • Cisco, Palo Alto Global Protect (VPN)
    • iOS/Android devices
    • System Center Configuration Manager (SCCM)
    • Windows Internals
    • Networking Fundamentals
    • Information Security Fundamentals
    • Server Fundamentals
    • SAP
    • Citrix and Horizon View


Education / Certification: 

  • Any graduate, preferably IT related technical four-year bachelor’s degree 
  • ITIL V4 Certification


Experience and Skills:  

  • At least 6 years of experience in operating IT support role, preferably in multinational, matrix environment.
  • Experience in ServiceNow tool operations preferable.
  • Exposure to Agile methodology preferable.

Ready for your next career step? Apply today and let's shape the future together

It’s an exciting time to be part of Lubrizol. Lubrizol is not staying put. We are continually learning and evolving. Our passion delivers our success — not only for Lubrizol but for those who count on us every day: our employees, customers and communities.

We work with a relentless commitment to operate safely and responsibly, keeping safety, sustainability, ethics, and compliance at the forefront of everything we do. The well-being of our employees, customers and communities is paramount to our culture and in the way we approach our work.

As a diverse, global team, we work together to solve some of the world’s most pressing challenges. We impact everyday lives through science only Lubrizol can deliver, and we never stop pushing to do it better.

One of the founding principles of The Lubrizol Corporation more than 90 years ago was treating every employee with dignity and respect. That same commitment is only stronger today. 

More than that, we are committed to providing an environment where every employee can be the best they can be, no matter their ethnic origin, religion, sex, national origin, sexual orientation, gender identity, disability or any other characteristic. 

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