Description
OBJECTIVES Ø Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function.
Ø Identify technologies which will improve customer satisfaction, reduce cost or improve efficiency.
Ø Establish metrics to measure efficient use of existing systems and resources.
Ø Activity Monitor team performance to ensure service levels and expectations are being met.
Ø Provide leadership/support to ensure projects are staffed appropriately and timelines are met * Manage staff of engineers including effective on-call scheduling, performance coaching as well as the creation of personal development plans identifying opportunities for improvement to ensure business needs are met.
Ø Monitor ongoing staff performance, identify, and communicate opportunities for improvement.
Ø Work closely with field services staff to ensure proper escalation of technology issues.
Ø Author or assist team in the publishing of written requirements definitions for aspects of assigned projects.
Ø Document assigned business process flows and use-case scenarios.
Ø Create and maintain standards catalog which lists all core end user device platform standards and/or services provided by Desktop Engineering * Assigns personnel to various projects, directs their activities, and evaluates their work and ensures timelines and service levels are met.
Ø Ensuring compliance with hardening; patching; AV.
Ø Ensuring compliance across various agents installed on.
Ø Planning up for any immediate production upgrade or ramp-up requirements.
Ø Weekly meeting with the team for any new requirements/projects/migration etc.
Ø Setup KRA for team and ensure steps are in place for quarterly performance and annual appraisal review.
Ø Desktop Endpoint security audit preparations for any external client audits and internal audits.
Ø Planning and designing of movement/migration of endpoint related devices
Ø Work closely with other IT Teams in ensuring better experience to clients on various process (including on boarding & off boarding) .
Ø Managing shift and ensure escalations are closed as per the SLA.
Ø Manage Standalone systems at par with the security standards.
Ø Work closely with business and have regular connects with their SPOC.
Ø Excellent leadership, customer service, communication, and organizational skills required.
Ø Comprehensive experience in analyzing complex functions, procedures and problems to find creative, logical and appropriate solutions required.
Ø Experience managing Active Directory policies required.
Ø Extensive knowledge of PC operating systems and registry management required.
Ø Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.
Ø Experience with wireless device management required
Ø Experience with software distribution systems required.
Ø Experience in hardware and software design, installation, configuration, maintenance, and troubleshooting required
Ø Experience with Anti-virus management consoles and troubleshooting required.
· ExposuretoITSMtools.
· Experienceinmakingsecurityrecommendations.
· Good communication, documentation, and customer service skills
· Experience of working with 3rd party service providers Proactive team player
· Able to communicate across various business lines.
· Excellent oral, written and presentation communication skills.
Qualifications
Qualifications:(Thoserequiredtodothis jobeffectively): B.E/B Tech
Industry Certifications: ITIL V3.0, PMP, MCA, MCSE, HAM
No Of Years: 12-15years
Type of Work:Technical, Governance
Area of Work:OEM Certifications, M365, AD, MPS, Asset management
Organization Organization Mercedes-Benz Research and Development India Private Limited Primary Location India-Karnataka-Bangalore Work Locations Mercedes-Benz Research & Development India, Embassy Crest 'Embassy Crest' Plot No 5, EPIP Zone, Phase 1, 560 066
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