Extreme Networks Looking for Senior Manager of Information Systems – End User Services – 8572 at Bengaluru, Karnataka Full Time

Extreme Networks Named to Computerworld’s 2023 List of Best Places to Work in IT!

Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions and rely on our top-rated services and support to accelerate their digital transformation efforts and deliver progress like never before and with double digit growth year over year, no provider is better positioned to deliver better outcomes on scale, than Extreme.

We believe in “walking the walk” of our strong core values which enable us to successfully advance together. Diversity and Inclusion is a vital part of our values and beliefs, and we’re proud to foster an environment where every Extreme employee can thrive.

Come become part of something big with us! We are a global leader, with hubs in North America, South America, Asia Pacific, Europe, and the Middle East.

Senior Manager of Information Systems – End User Services

As a key member of the IT End User Services team, this role oversees the Service Desk team that supports all of Extreme Network’s India offices as well as provides 24×7 global support for all company employees. It is this position’s responsibility to ensure that Extreme’s employees receive quality technical service and support with a strong, customer-focused attitude. A successful candidate for this position will have experience leading a support team, will have a strong technical background, and will be skilled at communicating with people, both verbally and written. The candidate must be able to handle and resolve escalations of technical and service issues from the user base. They will develop their team to ensure their employees have the knowledge and skills required to succeed. The candidate should also be methodical and able to use tools to monitor and analyze the team’s performance and to innovate new approaches to enable the team to be more capable and efficient.

Responsibilities:
Managing 24hour / 7days service desk team responsible for global support of all company employees

Staff scheduling, managing escalations and working with internal and external stake holders

Oversight of support incidents and escalations

Hiring and training staff for various service desk functions

Vendor management – ISP, Voice, Audio-Video, Printers, Laptop and peripherals

Budgeting and cost management – Managing device stocks available for India region and approval of vendor invoices

Oversee stock availability (laptop & peripherals), new hardware provisioning, and device repairs for India employees

Onboarding and Termination – Manage the India onboarding and termination team and manage escalations

Service Management – Monitor ticket volume and reroute or re-assign tickets to make sure work is distributed and SLA’s are adhered

Incident tracking and reporting – to ensure appropriate service levels and achievement of desired SLA targets

Documentation – Participate/review Knowledge Base documents and encourage team to come with required KB’s

Communications – Manage India level communications for major IT related changes and outages

Team management – Regular 1-1 meetings and Team meetings, Merit and Bonus allocations, Shift allowance and expense management, monitor individual performance

Site management – Local network reliability, AV rooms functionality, local IT presence for events

Data centre management – Work with infrastructure teams to ensure smooth running of local data centre,provide high-touch service for server/network related devices in offices

Requirements:
Proven working experience as an IT manager or relevant experience leading a support team

5+ years of management experience / 10+ years background in IT or technology roles

Degree in Computer Science, Information Technology or any bachelor’s degree with relevant work experience

Strong experience with the Microsoft ecosystem -Windows client/server, and Office 365 suite of applications

Knowledge of Apple macOS clients and management tools

Familiarity with modern cloud device management (AutoPilot, Intune, Jamf, Azure Active Directory) a plus

Knowledge of ITIL framework and ITSM processes such as Incident, Problem, Change, and Knowledge Management Processes

Experience with ServiceNow IT Service Management is a plus

Network domain knowledge

Excellent written and verbal communications skills

Self-sufficient and comfortable working in a global team across multiple time zones and with remote management

Extreme Networks, Inc. (EXTR) creates effortless networking experiences that enable all of us to advance. We push the boundaries of technology leveraging the powers of machine learning, artificial intelligence, analytics, and automation. Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions and rely on our top-rated services and support to accelerate their digital transformation efforts and deliver progress like never before. For more information, visit Extreme’s website or follow us on Twitter, LinkedIn, and Facebook.

We encourage people from underrepresented groups to apply. Come Advance with us! In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Extreme Networks also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at Extreme Networks.