Location:Hyderabad, Andhra Pradesh, IN
§Take ownership for all IT related activities from locationstandpoint by working with all internal & external stakeholders.Represent& Lead IT organizationfrom location perspective and ensure all IT deliverables are taken care to theutmost satisfaction of internal & external customers
§Drive service excellence in IT & continue to raise thebar on service levels offered including CSAT, response, resolution time, totalcall reduction & IT infrastructure uptime
§Liaise with the Location leadership & delivery teams forIT related requirements. Conduct business review meetings from IT perspectivewith the location leaders to feel the pulse of the user & accordingly finetune the services offered to be a true business enabler function
§Drive new initiatives & projects from IT standpoint toimprove overall end user experience
§To manage outcomes from the Deskside Support Team and ensurethat agreed service levels are delivered.Provide guidance and feedback to team to help develop, motivate andcoach the Deskside Support Team to ensure that they are aware of and capable ofdelivering their accountabilities.
§To drive broader implementation of the IT InfrastructureLibrary (ITIL) framework and ensure that Incident Management, RequestFulfillment and Problem Management processes are operating effectively.Ensure that incidents and service requestsare handled according to agreed procedures.Perform Root Cause Analysis (RCA) for incidents to identify underlyingproblems.Use judgment to set priorityfor resolution, monitor progress and apply escalation procedures for problemsnot progressing satisfactorily.Devise and implement service improvement plansjointly with internal teams to remedy identified gaps.
§To ensure that common IT facilities such as multimediaprojectors, sound systems, audio conferencing, video conferencing,multifunction peripherals, printers and scanners are available and in goodworking condition.
§To ensure that the inventory of IT equipment required forBCP purposes (e.g., laptops, security tokens and broadband modems) isconstantly available.Provide leadershipfrom IT for the annual BCP simulation.
§To rollout global initiatives by ensuring delivery ofprojects such as the migration to Office 365, Network Access Control (NAC) andBring your Own Device (BYOD).
§To own on-boarding, off-boarding and ATC transfer processes fromIT and ensure that IT equipment is provided to new hires and migrants andrecovered from leavers on a timely basis.Ensure that email access on user-owned devices (i.e., BYOD) isterminated during off-boarding.
§To maintain software license compliance by ensuring thatsoftware installed on user desktops and laptops are appropriately licensed.Support the Software Compliance Team inreviewing compliance and performing annual true-ups.
To ensure thatdesktops and laptops have required security patches and antivirus updatesinstalled on a timely basis and ensure that laptop computer disk drives areencrypted appropriately.Undertakecorrective action where necessary to maintain compliance at the required level.PROBLEM SOLVING
This role is focused on both short-termoperational issues and medium-to-longer-term planning and implementation tasks.Problems are usually faced while:
§Matching user expectations with service delivery commitmentsof vendors and service providers
§Motivating and developing the Desk side Support Team
§Maintaining location IT security, security patch andantivirus update compliance and isolating the root cause of an issue due to thecomplexities of the architecture and technology