IT Operations - Hyderabad

§  Take ownership for all IT related activities from location standpoint by working with all internal & external stakeholders. Represent  & Lead IT organization from location perspective and ensure all IT deliverables are taken care to the utmost satisfaction of internal & external customers

§  Drive service excellence in IT & continue to raise the bar on service levels offered including CSAT, response, resolution time, total call reduction & IT infrastructure uptime

§  Liaise with the Location leadership & delivery teams for IT related requirements. Conduct business review meetings from IT perspective with the location leaders to feel the pulse of the user & accordingly fine tune the services offered to be a true business enabler function

§  Drive new initiatives & projects from IT standpoint to improve overall end user experience

§  To manage outcomes from the Deskside Support Team and ensure that agreed service levels are delivered.  Provide guidance and feedback to team to help develop, motivate and coach the Deskside Support Team to ensure that they are aware of and capable of delivering their accountabilities.

§  To drive broader implementation of the IT Infrastructure Library (ITIL) framework and ensure that Incident Management, Request Fulfillment and Problem Management processes are operating effectively.  Ensure that incidents and service requests are handled according to agreed procedures.  Perform Root Cause Analysis (RCA) for incidents to identify underlying problems.  Use judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily.Devise and implement service improvement plans jointly with internal teams to remedy identified gaps.

§  To ensure that common IT facilities such as multimedia projectors, sound systems, audio conferencing, video conferencing, multifunction peripherals, printers and scanners are available and in good working condition.

§  To ensure that the inventory of IT equipment required for BCP purposes (e.g., laptops, security tokens and broadband modems) is constantly available.  Provide leadership from IT for the annual BCP simulation.

§  To rollout global initiatives by ensuring delivery of projects such as the migration to Office 365, Network Access Control (NAC) and Bring your Own Device (BYOD).

§  To own on-boarding, off-boarding and ATC transfer processes from IT and ensure that IT equipment is provided to new hires and migrants and recovered from leavers on a timely basis.  Ensure that email access on user-owned devices (i.e., BYOD) is terminated during off-boarding.

§  To maintain software license compliance by ensuring that software installed on user desktops and laptops are appropriately licensed.  Support the Software Compliance Team in reviewing compliance and performing annual true-ups.