IT Manager

4 months ago

Bengaluru, India NCR Corporation Full time

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

NCR VOYIX CORPORATION

Job Description – IT Manager – end user support

Location: Mumbai, India

Job Title: IT MANAGER – END USER SUPPORT

Reports to: IT Director

Resource Type: Employee

Last Revision Date: July 2024

JOB DESCRIPTION:

The Manager of End User Computing is responsible for leading a team of support specialists, who provide timely, professional delivery of end-user technology services to our Internal employees and contractors. The position will serve as a champion, advisor, and liaison to IT leadership for all aspects of end-user support, instilling a strong customer-service orientation and user experience focus on the End User Computing team and aligning team activities with the division’s strategic objectives and business processes to provide exceptional service to the Organization. Additionally, the Manger will coordinate business processes between their area and other IT Solutions teams and facilitate key divisional processes, including incident and problem management, knowledge management, service process design, and performance analysis.

ESSENTIAL DUTIES -

MANAGEMENT

Builds, supports, and expands a culture that is supportive of diversity, equity, and inclusion where employees from all backgrounds can succeed and thrive. Trains, coaches, and mentors employees under their supervision. Plans and conducts performance appraisals of employees under their supervision. Conducts research on emerging products, services, protocols, and standards in support of the functions within End User Computing. Prepares area budget and evaluates costs and performance of existing and new initiatives. Develops and maintains a refresh program and plans for end user computing devices and assists the management in developing financial models and multi-year budget projections for the program and other end user computing needs. Assists in the development and implementation of major project timelines.

OPERATIONS

Collaborates and engages with users to identify, define and implement end user computing solutions that maximize productivity, efficiency and end-user satisfaction. Manages End User Computing operations and the complete end user computing environment, including service design and delivery of desktops, laptops, mobile devices, printers, telephones, and other end-user computing devices; end-to-end device management, including installation, maintenance, support, and retirement; and continuous assessment and improvement of departmental policies, procedures, processes, and services.  Provides leadership for all end user technology equipment, including evaluation, purchasing, deployment, inventory, equipment lifecycle, and replacement schedule. Plans, prioritizes and manages the activities of the End User Computing team to provide administrative and technical direction in support of the organization and ensure efficient utilization of resources and completion of work to standards. Leads project work of varying complexity and priority. Actively participates in, or leads, workgroups and meetings at the department, division, or university level. Analyzes performance of activities within their area and document resolutions, identifies and remediates problem areas, and devises and delivers solutions to enhance the quality of area’s systems and services. Designs and monitors request handling and escalation policies and procedures for end user computing support; manages the processing of incoming requests to ensure courteous, timely, and effective resolution of end user issues. Tracks and analyzes department and/or service trends and generates reports for internal and external audiences.

TECHNICAL SKILLS:

Thorough knowledge of Windows 10 and above Operating System. Good working knowledge of Windows, Microsoft Office 365 & internet technologies. Good knowledge of networking concepts, troubleshooting LAN/Wi-Fi remote access problems. Expertise in configuring and troubleshooting Office365, MS Outlook 2019 or later Ability and willingness to learn quickly, keep knowledge current. ITIL Foundations and above.

 EDUCATION & WORK HISTORY:

Minimum qualification: bachelor's degree preferably in Information Technology, Computer Science, or a related field (or equivalent experience). At least 5 years of experience in Team Lead or Manager role for IT End User Support. Deep knowledge and expertise in various IT systems, including hardware, software, networks, and security. Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues. Candidates with prior experience in a technical, voice-based process will be given priority.

  COMMUNICATION SKILLS:

Excellent communication and interpersonal skills, with the ability to convey technical concepts to both technical and non-technical individuals. Strong documentation skills, with the ability to create and maintain technical documentation and knowledge base articles. Customer service skills (persuasion, empathy, helpfulness & positive attitude). Good business communication skills (e-mail).

  OTHER ESSENTIAL SKILLS:

Ability to mentor and train team members, sharing technical knowledge effectively. Ability to prioritize and manage multiple tasks in a fast-paced environment. Familiarity with ITIL best practices and service management frameworks is preferred.

Offers of employment are conditional upon passage of screening criteria applicable to the job

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