Global IT Support Manager

Main duties and responsibilities

• Hire and Manage Technology helpdesk teams in Indian sites to provide support services for the global IT function
• Implement, operate and improve IT service operation particularly front line support 
• Manage overall Support management function -  Escalation Management - SLA and SLI management - Incident, Change and Problem Management - SM reporting - Document management like Support policies,  escalation matrix, RACI documents, etc
• Work closely with business units to fix issues, handle incidents and resolve problems/issues raised by various departments and divisions
• Work with Tech Managers team globally to ensure consistent business approach to Technical support
• Support and aid disaster recovery and business continuity planning within their remit
• Work with Information Security team  to ensure appropriate levels of security are maintained.
• Monitor the issue tracking system to ensure adequate responses are given in areas of responsibility within the appropriate time frame. Balances priorities against business needs, adjusts staff responsibilities and workloads as necessary.
• Routinely sets and manages expectations, including escalation activities and service level commitments, for both tech and business users. Works with management stakeholders and other divisions to resolve problems and escalations in a timely manner.
• Provides technical assistance and direction to staff. Promotes professional development among staff. Conducts performance appraisals and provides ongoing performance feedback to direct reports.
• Build processes that enable team members to collaborate and execute. Identify, analyse, develop and recommend plans for increased support team productivity
• Manage support team structure and shift scheduling to provide global 24/7 support
• Provide structure for individual team members to progress and develop with the team and assist talented individuals in moving on to other technical roles in the business as appropriate
• Ensure there is careful succession planning within the team so that coverage is not interrupted as team members move on.

Experience needed

• Extensive technical management experience for local and remote teams
• Strong team management skills with experience of delegating and coordinating work.
• Proven track record of budgeting and forecasting.
• Previous experience in a similar role covering multiple sites.
• Proven ability to interact with key management stakeholders in other geographies.
• Ability to identify and implement changes in Technical Support policies and procedures.
• Ability to manage technically and geographically diverse resources of development, and production support capacity
• Ability to interact with all levels of an organisation.

What type of person do you need to be?

• Someone with strong team management skills.
• Flexible and pragmatic.
• Able to deal with complex situations and rapidly changing priorities.
• Persistent and willing to find alternative solutions.
• Hard working, effective and able to handle many concurrent tasks
• Able to work with others to achieve improvements.
• Someone who thrives on responsibility and taking initiative.
• An excellent communicator
• Skilled at working effectively as part of a global team.