Consultant

3 weeks ago

Jackson MS, United States HCL Technologies Full time

Job Description (Posting).10+ years of overall IT-related experience required, with at least 5 years in managing Global Customers Minimum 5+ years of managerial experience 5+ years of working in IT operations with SLAs, ticketing tools and ITIL methodology in a big, corporate environment required. Expected to have an in-depth understanding of technology, best practices, and real-life processes behind End User Computing (desktops and all related centralized solutions). Messaging/Systems (Server & storage side) / Network and Security Services understanding is desirable. Prior understanding of IT infrastructure management and concepts around remote management of IT systems. Experience in working with an offshore model is required. Demonstrated global cultural awareness is required. Demonstrated matrix-management skills required. Experience in managing/working with a virtual team required. Flexibility with respect of time as when required Client deliverables must 100% be met with a Can-do attitude; Job Role Specific Experience Experience in of ITIL v3 framework. Experience in ITSM systems. Customer service oriented Experience with Field Support (Site Support) function (e.g., self-service/automation technologies). Understanding with Executive Support, EUC/NON-EUC/hand & Feet technologies (e.g., mobile devices, VDI, Integrated App Stores, SCCM, Intune, Telephony support) Monitor day-to-day operation and performance of Desk Support Team and Service in a layered organization structure. Plan and manage project as Desktop Deployment, Hardware upgrade, OS Upgrade, Software Deployment etc. Own and run Hardware/OS/Platform testing, Pilot testing. Manage and execute and co-ordinate mass deployment. Participate, Own, and execute management of Project related to Desktop support and Hand & Feet. Work with HCL internal team for Vendor Management (Identification, Negotiations, SOW Creation, Contract finalizing & etc.) Manager Desktop Support Service End to End for including Dispatch and dedicated sites along with Contracts, Sub Contractor. Experience in HAM, Inventory Management, Inventory Audit. Work with OEM and resolve escalated case Lead and run Desktop support team and Managers, Third Party resource. Responsible for performance evaluation, Feedback, Upskilling and Cross killing of resource. HCL Specific ExperienceAccountable for managing Delivery and escalation point for Desktop support service towers Onsite support (Tier 1& 2), Leads and Managers. Responsible to ensure compliance of ITSM processes enabling Problem management, Service Improvements, Resource management etc. Managing and exceed Customer expectations and deliver contractual obligations for end user and desktop support Service. Conducting periodic reviews with the customer and HCL management, and providing relevant reports Line management for multi-culture people and ensuring motivated staff, staff development and employee retention. Directly managing Tower leads and ensuring their professional development and their compliance with all requirements and policies (Client and internal); Reviewing performance of internal vendors periodically i.e. IS, Will be responsible for P&L - Budgeting, checking monthly financial health and areas to reduce costs, delivering yearly targets for profit improvement plans. Also working with Sales on generating new business with existing customer. Accountable in ensuring all the key enterprise-wide initiatives compliance - No Unassigned resources, appropriate rotation ratio, freshers induction, and growth etc. Accountable and responsible for ensuring SLA performance targets are met Conducting perception and customer satisfaction surveys, and ensuring performance on CSAT targets set by managementQualificationB-Tech No. of Positions1Skill (Primary)DWP-FSS-Desk Side Services Employee GroupBusiness Line FT CityJacksonEntityINFRAAuto req ID1316792BRExpected Date of Closure13-Dec-2023Location: Florida Experience: 4.5-8 Years Country: USA

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