- Experience with ticketing systems.
- Previous experience (or equivalent) in leadership role would be an asset.
- B2 English.
- Need to travel.
- Very strong IT skills and knowledge of the project.
Key Responsibilities:
People Management
- Supervise, mentor, and support local LS2 engineers.
- Assign tasks, monitor performance, provide regular feedback, and manage day-to-day escalations.
Operational Management
- Ensure LS2 processes and operational standards are followe'd efficiently.
- Track and report team performance metrics and progress to management.
- Coordinate with cross-functional teams, vendors, and remote leadership to ensure smooth operations.
Technical Oversight
- Maintain a strong understanding of LS2 systems and operations to guide engineers effectively.
- Ensure all work meets LS2 technical standards and provide recommendations when required.
Coordination & Reporting
- Act as the primary local point of contact for LS2 activities in India.
- Maintain operational documentation, schedules, and process updates.
- Provide clear, accurate, and timely reports to remote leadership to support decision-making.
Activities performed as part of the service include:
Hardware Provisioning and Deployment:
- Service Provider: Configuration, and deployment of hardware devices, including desktops, laptops, and servers. PCs are provided through the Purchaser s contract.
- Purchaser: Define hardware requirements, provide necessary information for device procurement, and request specific configurations.
Operating System Installation and Configuration:
- Service Provider: Installation and configuration of the operating system on hardware devices, ensuring compatibility and adherence to security standards. The masters are provided by the Purchaser s LS3 support.
- Purchaser: Define operating system requirements, provide licensing information, and specify configuration preferences.
Software Distribution and Update:
- Service Provider: Utilize SCCM for centralized software distribution, including the installation, update, and removal of software applications on hardware devices. Also included are the deployment of monthly security patches and other scheduled patches, OS updates and upgrades, the deployment of software and tools that are part of the project. The deployment of new software or updates that are not part of the project can also be requested and can be subject to additional billing.
- Purchaser: Specify software requirements, provide application binaries and request software and/or update deployments.
Support and Troubleshooting:
- Service Provider: Utilize SCCM or Bomgar for remote support, enabling technicians to connect to hardware devices for troubleshooting, diagnostics, and issue resolution. In the case of Sensitives Environments, an on-site support and troubleshooting from LS2 team may be necessary.
- Purchaser: Report hardware-related incidents, provide necessary device information, and participate in remote support sessions.
Asset and Inventory Management:
- Service Provider: Maintain an inventory of hardware devices, track their lifecycle, and manage asset information, including hardware specifications and warranties.
- Purchaser: Provide accurate asset information, report changes in hardware inventory, and participate in hardware audits.
Incident and Problem Management:
- Service Provider: Resolution of hardware-related incidents and problems, coordination with third-party vendors for hardware repairs and replacements.
- Purchaser: Report hardware incidents and problems, provide necessary device information, and participate in troubleshooting.
Reporting and Analytics:
- Service Provider: Generation of standard service reports and analytics related to hardware inventory, device performance, and compliance with maintenance and patching.
- Purchaser: Access and review reports, provide feedback on reporting requirements, and utilize analytics for decision-making.
PC & OS Support and Troubleshooting:
- Service Provider: Support of all software and tools as we'll as support for deployment of updates.
- Purchaser: Provision and approval of updates by the Purchaser s L3 department (eg BIOS and Drivers).
- Develop local and remote service organization and be a sound leader who leads and inspires team members.
- Support the team in providing advance technical support and be a trusted advisor to customers.
- Provide both external and internal timely, accurate, professional reports and audit and implement quality control requirements for on-site activities.
- Communicate schedule details, staffing requirements, quality issues and tools/equipment requirements to the appropriate individuals.
- Ensure the delivery of the contractually agreed services to the customer in compliance with the SLA through monitoring the team and the work on the tickets as we'll as analysing and optimizing the KPI.
- Responsible for the development of the personnel in the field which means the elimination and improvement of weaknesses & the discovery and promotion of potentials order to meet and improve our quality standards.
Qualifications & Skills:
- Proven experience in team leadership or people management within IT or technical operations.
- Strong understanding of IT operations, service management processes, and project coordination.
- Solid technical knowledge of LS2 or similar support environments, with the ability to guide engineers on both operational and technical tasks.
- Excellent communication and interpersonal skills for coordination with remote leadership and local teams.
- Highly proactive, we'll-organized, and capable of managing multiple priorities simultaneously.
- Ability to work independently while maintaining strong alignment with remote stakeholders.
Must-Have Skills:
- People management experience.
- Strong technical understanding of LS2 or similar IT operations.
- Excellent communication, coordination, and stakeholder management skills.
Nice-to-Have:
- Experience in OSS operations or monitoring environments.
- Exposure to cross-border or global team coordination.
