Tower Lead (Support & Operations)

Job description

Tower Lead (Support & Operations) India Tower Lead (Support & Operations) Noida, Uttar Pradesh Job Summary We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL. Primary responsibilities are: Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice) Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution) Customer Relationship Management SLA Management including Incident and Requests Regular reviews with Customer, Vendors & Internal HCL Stakeholders Provide leadership to the LSM Team including coaching as required Reporting and MIS Oversee Projects Skills, Experience and Qualification Required Business Skills: Understanding of EUC and related technologies Ability to interact with customers to ensure that the service is polite, efficient and responsive To work through issues analytically to a successful conclusion Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients Ability to understand best practices internally/externally on EUC related activities. Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L etc. Personal Skills Strong customer service skills Must be detail oriented and self-motivating Strong Written and Verbal Communication Skills at senior level, Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills Flexibility with respect to time – client deliverables need to be met with a Can do attitude Excellent problem solving / quantitative/ analytical skills Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels Must be detail oriented and self-motivating Ability to motivate people and teams, Ability to write business cases and justification documents, Ability to manage multiple work streams Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients Technical Skills: Understanding End User IT infrastructure Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc Minimum Qualification and Experience 10 years End user computing experience, with at least 8 years in a management role leading a team Minimum 5 Years working in DWP Management Role Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools Must have at least one or more core digital workplace technology background with hands on experience ( WPE,UCC, UMC) ITIL professional will be preferred Ideal candidate would have project management experience (new Project onboarding , transition & migration projects) Ideal candidate would be expected to have a 10-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment Key Responsibilities We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL. Primary responsibilities are: Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice) Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution) Customer Relationship Management SLA Management including Incident and Requests Regular reviews with Customer, Vendors & Internal HCL Stakeholders Provide leadership to the LSM Team including coaching as required Reporting and MIS Oversee Projects Skills, Experience and Qualification Required Business Skills: Understanding of EUC and related technologies Ability to interact with customers to ensure that the service is polite, efficient and responsive To work through issues analytically to a successful conclusion Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients Ability to understand best practices internally/externally on EUC related activities. Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L etc. Personal Skills Strong customer service skills Must be detail oriented and self-motivating Strong Written and Verbal Communication Skills at senior level, Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills Flexibility with respect to time – client deliverables need to be met with a Can do attitude Excellent problem solving / quantitative/ analytical skills Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels Must be detail oriented and self-motivating Ability to motivate people and teams, Ability to write business cases and justification documents, Ability to manage multiple work streams Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients Technical Skills: Understanding End User IT infrastructure Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc Minimum Qualification and Experience 10 years End user computing experience, with at least 8 years in a management role leading a team Minimum 5 Years working in DWP Management Role Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools Must have at least one or more core digital workplace technology background with hands on experience ( WPE,UCC, UMC) ITIL professional will be preferred Ideal candidate would have project management experience (new Project onboarding , transition & migration projects) Ideal candidate would be expected to have a 10-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment Skill Requirements We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL. Primary responsibilities are: Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice) Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution) Customer Relationship Management SLA Management including Incident and Requests Regular reviews with Customer, Vendors & Internal HCL Stakeholders Provide leadership to the LSM Team including coaching as required Reporting and MIS Oversee Projects Skills, Experience and Qualification Required Business Skills: Understanding of EUC and related technologies Ability to interact with customers to ensure that the service is polite, efficient and responsive To work through issues analytically to a successful conclusion Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients Ability to understand best practices internally/externally on EUC related activities. Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L etc. Personal Skills Strong customer service skills Must be detail oriented and self-motivating Strong Written and Verbal Communication Skills at senior level, Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills Flexibility with respect to time – client deliverables need to be met with a Can do attitude Excellent problem solving / quantitative/ analytical skills Ability to provide consistent,