Job Responsibilities

·         Strong Onsite/offshore communication management and coordination skills, ability to conduct quarterly/semi-annual reviews by self.

·         Adherent to the Incident management process, guiding team in problem analysis, communication management, crisis management, and emergency fixes etc.

·         Conducting Team Action Meetings, Weekly team meetings and review deliverables

·         Strong Understanding of Service Deliverable SLAs and ability to recommend any changes to the customer or abilities to drive the team on achieving the same.

·         SLA Measurement, Reporting & Adherence - 5 Nines

·         Strong Capabilities on Handling deliverables responsibility.

·         Vision & Goal Setting abilities with Orientation on details to achieving the same.

·         Mentoring Team as per project needs on Technical tools, Operational Processes & Procedures.

·         Identifying improvement areas & implementing measures to maximize customer satisfaction levels.

·         Defining new process and procedure for operations.

·         Periodic evolution of SLA metrics and Audits

·         Budgeting & P&L Experience – Managing Capex & Opex.

·         Strong Process knowledge ITIL V-3, along with experience in certification of IT & Security certifications like ISO 20 / 27 K Certifications etc.

·         3rd Party Vendor Management & Contract Negotiation Skills & Experience.

·         Ensure and develop relationship with customers, stakeholders with high satisfaction level

·         Liaison between business leaders and senior management to drive program/ projects budget at strategic level

·         Review project portfolio and contents periodically and assess for linkage, support, and contribution to major goals and strategies

·         Working with the client and operations teams to identify and manage service improvement activities

·         Removing all obstacles to customer satisfaction and / or financial performance

Skills Required

Skills and Abilities 

·         The EUC manager profile will be a senior profile will need to manage end to end deskside infrastructure service delivery.

·         Ability to interact with CIO / Infrastructure director

·         Understanding of ITIL framework

·         Preferably 12+ years plus of Industry experience with managing a team of over 100 resources.

·         10+ years of Experience with Asset Management, Desktop Deployment, VDI, Windows/PC Refresh and Scheduling

·         Overall understanding with minimum of 10+ years of hands on experience in managing & delivering complex Deskside Infrastructure for a large enterprise.

·         Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system.

 

Education / Expertise

·         BS degree in Computer Science, Engineering or Information Technology or equivalent.

·         Minimum of 5 years of experience in a manager role supporting End Users / Customer

·         Demonstrated success with unit-based application planning and development, project management and policy development.

·         Excellent analytical, planning, project management, problem-solving, negotiation and organizational skills.

·         Excellent knowledge of product life cycle, tools, processes and operations planning.

·         Excellent customer service capabilities and attitude.

·         Must be able to travel as needed, sometimes as much as 25%