Strong 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
Requirements
Preferably 12+ years plus of Industry experience
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.
5+ years in managing service desk, service improvement programs
BS degree in Computer Science, Engineering or Information Technology or equivalent.
Ability to interact with Higher Management
Understanding of ITIL framework
Adept in working out strategies in measuring and improving user experience
Experience in desktop engineering including Imaging, packaging, software distribution
Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system.
Excellent analytical, planning, project management, problem-solving, negotiation and organizational skills.
