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HyderabadHigh pay✦ New GCCGCC
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As the EUC lead you will join our Global End User Services team. Reporting to the Head of Workplace technology, this is a busy and highly visible role requiring a strong information technology background and a passion for delivering great service.
You’ll be managing a small team of 10 - 2nd line support engineers in our busy Hyderabad office. You will help resolve 2nd line support queries, as well as co-ordinate with senior stakeholders on site and support with projects such as migrations, upgrades, and office technology improvements.
What you'll be doing:
- Manage a team of engineers and 2nd line escalations across India
- Represent IT in a professional and confident manner to build trust and confidence in our support teams.
- Oversee the day-to-day IT operations of your site, including work and resource management.
- Help maintain office standards set out in our Global Technology Blueprint, ensuring the office environment is well maintained and functional.
- Fulfilment and resolution of incidents and requests
- Building and maintaining relationships with senior stakeholders
- Maintaining the user-facing infrastructure of desktops, laptops, mobile devices, test devices (apple tv’s, set top boxes, Firesticks etc.)
- Identify, log and resolve technical problems and ensure SLA’s are maintained.
- Help manage and deliver project work.
- Working with Engineers to identify potential changes and system improvements to present to the Head of Workplace Technology
- Own IT asset management processes locally, including procurement, inventory control, CMDB accuracy, warranty management, and disposal.
- Update knowledge base with new processes or knowledge articles.
- Managing the purchasing of hardware and local vendor relationships
- Manage IT service delivery and operational support for major global sporting events and broadcasts, ensuring adequate resource coverage, service continuity, executive stakeholder engagement, and timely resolution of critical incidents.
What you'll bring:
- Strong leadership and organisational background including managing senior level stakeholders.
- You’ll have a can-do attitude, happy to get stuck in regardless of the task.
- Happy to work autonomously and able to work independently as well as part of global team.
- Logical thinking and problem-solving skills.
- ITIL certified preferred.
- Excellent customer care.
- Windows PC / MAC engineering experience.
- Basic networking experience (TCP IP/DNS/DHCP)
- Experience dealing with hardware suppliers.
- Strong communicator
- Experience in Knowledge Management and/or Process Management Experience.
- Experience with MS 365.
- Experience with video Teams video conferencing technologies both windows and android based systems