BuroHappold Engineering Looking for Regional IT Support Lead at Mumbai, Maharashtra Full Time

Role Profile:
This is a full-time role for a Regional Support Lead based in our Mumbai Office. The role is fully office based, although hybrid/flexible working may be available when necessary.

You will, along with your team, act as the ‘Face of IT’ responsible for delivering first class IT support to colleagues in the India region.

You will ensure that all IT related issues and policies are addressed in a professional manner and through the appropriate channels.

The successful candidate will have a strong technical background, having previous experience of operating in a 2nd line support role, balanced with exceptional communication skills, both verbal and written, and an ability to communicate at all levels throughout the business.

Though this is a team lead role there will be an expectation to be hands on.

Occasional travel to other offices in your region will be required.

The IT Support lead is responsible for line managing the IT Support Officers in the India region and maintaining relationships with key stakeholders.

This role will also be responsible for ensuring any projects or parts of projects that need to be performed in the local office are correctly resourced and completed.

Type of contract

Permanent

Grade

Senior

Area of Expertise

Business Services

Region

Middle East, India and Asia

Office / Project Location

Mumbai

Ref No

6556

Accountabilities and Responsibilities

Accountabilities:

• Lead, manage, and coordinate the day-to-day service delivery of the IT Support Officers for India
• Ensure the team are operating within SLO’s
• Help users to resolve incidents, and immediately complete requests where applicable
• Provide analysis and insights for improvement
• Ensure local projects are recorded and correctly resourced
• Identify new work packages and projects from stakeholders
• Reporting and Analysis on SLOs for the UK IT Support Team
• Attend IT Operations Meeting

Skills and Experience

Required Skills:

• Strong organisational skills, with the ability to work independently and prioritize effectively
• Support and extensive troubleshooting ability
• Excellent communication skills with the ability to interact professionally with a diverse group of stakeholders.
• Fluency in English
• Customer Service Experience
• Administering and supporting o365 (Exchange/Azure AD/Endpoint)
• ServiceNow or equivalent ITSM tool experience
• Ability to lead and direct team members

Desirable Skills:

• ITIL knowledge or experience working in an ITIL environment
• Experience working within Engineering

Required Qualifications and Accreditations:

• Good secondary and/or equivalent education: A Levels, HND/C or degree
• Industry related qualifications (desirable)

Important information for the post-holder

• You must at all times carry out your duties with due regard to BuroHappold policies and the BuroHappold Equal Opportunities Policy which can be found on Magellan and/or your employee handbook.
• You are responsible for encouraging and maintaining high standards of OH&S in all areas under your control; meeting or exceeding targets and reporting on OH&S Key Performance Indicators.

Be you at Buro Happold

Buro Happold is proud to be a practice of a diverse range of professionals. We actively promote inclusivity to enable every individual to reach their full potential, the more inclusive we are the better our work will be.

We are working to change the lack of representation of minority groups in the built environment, and are particularly keen to hear from anyone who feels they are underrepresented in the industry. We have much to learn from one another. Diverse people with different experiences develop the most innovative and elegant solutions through collaboration.