CIRCOR Looking for IT Support Lead – APAC at Mumbai, Maharashtra Full Time

IT Site Support Lead – APAC

ORGANIZATIONAL STRUCTURE

BUSINESS: Corporate

LOCATION: Mumbai, India

DIRECT REPORTING: Director IT Client Delivery & Site Support

FUNCTIONAL REPORTING: IT

CIRCOR International (NYSE: CIR) is one of the world’s leading providers of mission critical flow control products and services for the Industrial and Aerospace & Defense markets. The Company has a product portfolio of market-leading brands serving its customers’ most demanding applications. CIRCOR markets its solutions directly and through various sales partners to more than 14,000 customers in approximately 100 countries. The Company has a global presence with approximately 3,200 employees and is headquartered in Burlington, Massachusetts. For more information, visit the Company’s investor relations website at https://investors.circor.com/

POSITION DETAILS

Position Summary

Reporting to the Sr. Manager, Service Delivery, the candidate will be responsible to lead a team of IT Site Support Analysts and act as the focal point and escalation point for site support issues in the APAC region.

They will also insure appropriate technical support to customers, participate in managing corporate IT assets and perform various related tasks to deployment, installation, repair and configuration of software and equipment for corporate laptops/desktops and mobile devices in the Mumbai office.

Principal Activities

Detailed functional duties:
On Site Duties

Procure, provision/de-provision, and support local site technologies

Fulfill requests from customers to address technology requirements

Maintain corporate office video conferencing system and projectors

Administer corporate office telecommunication and mobile devices

Perform daily checks of critical local site technologies and remediate issues if necessary

Support local infrastructure at the business location (LAN, Wan, Servers)

Regional IT Lead Duties

Act as focal point and point of escalation for all site service issues in the Americas region

Serve as a team lead for IT Operations – APAC region.

Manage ticket queue and serve as an escalation point for tickets.

Provide guidance to technicians on the team towards resolution of recurring issues.

Mentor peers to administer implemented technologies effectively

Train and mentor team members on policy, process, and procedures.

Implement Infrastructure KPIs to monitor the health of critical systems, identify trends, and present results to IT Management

Participate in IT M&A activities

Champion efforts to standardize processes, technologies, and adopt IT best practices

Adhere to established IT policies and standard operating procedures

Mentor, collaborate and coordinate tasks with 3rd party technical resources

Ensure that service-related tasks are performed promptly, incidents are managed accordingly and escalated to appropriate IT functional teams when needed

Analyze, research, propose solutions and new procedures when appropriate

Compliance controls and compliance reporting

Coordinate regional IT budgeting and procurement

Build and execute annual technical refresh program

JOB REQUIREMENTS

CANDIDATE REQUIREMENTS

Knowledge, Skills & Abilities

Excellent customer service skills that create an environment where customers feel like their issues are in the best hands

Able to handle a variety of crisis or pressured situations

Exceptional communication & organizational skills

Excellent problem-solving skills

ITSM experience using Service Now

Sets an example for quality and consistency of work

Excellent work ethics and approach

Ability to prioritize requests for assistance both immediate and long-term tasks

The ability to demonstrate CIRCOR’s Values & Absolutes, which are; Customer Intimacy, Team Before Self, Commitment & Accountability, Speed, Excellence & Innovation, Safety, Ethics & Controls

The ability to demonstrate CIRCOR’s Core Competencies, which are; Adaptability, Analytical Thinking, Communication, Customer Focus, Drive for Results & Accountability, Innovation, Leadership, Talent Development, Teamwork & Inclusion, Technical/Functional Skills

Education & Experience

5+ years’ experience working in support of customer computing services with specific focus on supporting executive level customers

Degree in computer science or similar discipline or commensurate experience and /or technical certifications.

Experience delivering small to medium technology upgrade and deployment projects

Experience as a team lead working with widespread/non-centralized teams and resources is desirable

Advanced understanding of client computing in the enterprise

Experience working within a service desk ticketing system

Technical Skills: Microsoft Windows Operating Systems, Microsoft Office 365, Modern security tools such as Antivirus software and Crowdstrike. Familiar with Active Directory, Wired/Wireless Networking, Smartphones & Tablets, ServiceNow, Remote Access Support, printer configuration and support.

Ability to lift and relocate PCs, monitors, printers, etc. with cart when required. Ability to bend and work under desk as required for cabling, connections, etc.

CIRCOR is an EEO Employer of Females / Minorities / Veterans / Individuals with Disabilities