Sr Mgr-Systems Engrg

Job Description

What youll be doing Youll be part of the Global Infrastructure organization that provides end user support to the workforce in Verizon India. As a Sr Manager of the End User Support team, youll be responsible for the following. Identifying, diagnosing, and resolving the issues in computer hardware and software in a system such as laptops and PCs Working with other infrastructure stakeholders and collaborate with them to address issues around Desktop packaging & distribution, CITRIX VDI & computer networking Building and nurturing high performing teams & Stakeholder collaboration to address Providing ongoing performance feedback, coaching, training and development. Adapting industry leading practices in service management and infrastructure enablement to improve cost of operations and operate with high service levels and customer satisfaction scores. Analyzing employee journey and embarking on transformative initiatives to enhance employee experience Be flexible to work in shifts based on business requirements Mentoring & Coaching the team technically for unresolved issues Stakeholder management, User experience focus, vendor management. Leading virtual teams and be accountable for Support teams Availability Handling escalations Adhoc requests Performance management & Stack ranking Tracking KPIs & Monitoring AYS dashboards for insights Creating executive level dashboards & drive meaningful partnership Manage complex projects and programs Providing desktop support, project coordination, imaging/ re-imaging PCs, and laptops. Coordinating with the third-party service provider for timely repair of the system under the maintenance agreement warranty, and repairing minor flaws in hardware if not covered under the same. Providing assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc. Developing strategies, assisting with designs and applications, software testing, development for preventing a technical breakdown in future. Monitoring and analyzing the performance of an upgraded/changed system, keeping track of its performance, reliability, risks, and benefits. Strengthen Employee Engagement and build a culture of learning & innovation Bringing new ideas and process improvements To reduce ticket Volume To provide better employee experience What were looking for You'll need to have: Bachelors degree or four or more years of work experience. Six or more years of experience in IT Infrastructure support Experience in providing IT support for desktops, printers, peripherals and mobile devices Possess an engineering-centric background and a user first mindset Good communicator with presentation, Interpersonal and Problem solving skills. Program Management skills and an ability to influence internal and external stakeholders without exercising authority Experience in Service Now Tool reporting and usage Even better if you have: Certified ITIL v3 and above Infrastructure certifications such as CCNA, Citrix, Virtual Desktops etc. Good knowledge in Python, Powershell, Looker, Grafana, Splunk Good knowledge in AIOPS