The IT OSS Regional Admin provides technical and administrative support to locations situated in their responsible region. She/He will enable end-users to perform their business activities at multiple locations and provides the needed technical, business and administrative support to enable dispatch-technicians and 3rd parties to support our end-users. Support encompasses Break-Fix, Site Projects, IT initiatives and Compliance activities. Additionally, this person provides IT support and administrative functions in coordinating multiple sites. She/He is responsible to promote and enforce IT policies, policies & standards.
Country
India
Function
Information Technology
Company Overview
Westlake is a global manufacturer and supplier of materials and innovative products that enhance life every day. Headquartered in Houston, with operations in Asia, Europe and North America, we provide the building blocks for vital solutions — from housing and construction, to packaging and healthcare, to automotive and consumer. Westlake Epoxy, a part of the Westlake Family, is a global leading producer of specialty resins, coatings and composites for a variety of industries, including high growth and more sustainable end-uses such as wind turbine blades, light weight automotive structural components and future generations of aerospace composite materials. You will become part of a robust high-performance team, supported, developed and inspired to achieve your personal best. The health and safety of our employees and communities, and the vigilant stewardship of the environment and sustainability are of utmost importance and at the forefront of everything we do.
Company Distinction
This exciting opportunity is part of Westlake Epoxy
Job Responsibilities
IT End User Support
Guide and support users on creating incidents/requests, using Knowledge Base, User induction
Provision equipment to end users: Computers and other equipment
Support local IT hardware like workstations, printers and other (small) IT equipment. This consist of image/reimage, break fix/hardware Refresh and shipping of IT equipment (to other locations)
Act as the Site Contact persons and coordinate IT activities
Provide local hands- and eyes services for all local IT Infrastructure for planned, unplanned, outages & turnarounds
Assist and support RDS (Remote Desktop Support)/Apps team on local applications. The IT OSS Regional Admin will have detailed knowledge about the local IT solutions and will provide guidance for local non-SAP applications
Travel to sites to provide IT support as required (up to an average of 25%)
An IT OSS Regional Admin could support other locations outside of their region as required.
Associate should expect to be in an on-call rotation.
IT End User Support Coordination
Manage Change Management for her/his region with a focus on Service Provider Management
Problem Management: Escalations and Manage End-User Satisfaction
Assures communication to end users about IT Services including translation of IT related announcements
Act as onsite contact and coordinator for dispatch-technicians, outside vendors and service providers
Assign tasks and responsibilities to dispatch-technicians and 3rd parties
Follow IT support escalation process and procedures
Train and guide dispatch-technicians as needed
Liaison between IT towers and the end-users
Support Workplace Services with Patch, Image and package lifecycle
Service Validation and Testing Management
Continual Service Improvement
IT Asset Management / Procurement
Coordinate IT procurement for her/his region
Guide Procurement on vendors, invoice queries, none standard items
Responsible for Inventory management: Keep CMDB up-to-date and manage IT inventory at sites, including physical checks
High value assets recording in the CMDB and low value asset tracking in Tracking sheets
Enter Good Receipt in SAP for IT equipment receival
Responsible for full lifecycle Asset Management, end-to-end: Procurement to disposal
Telecom Management
Guide TEM team on mobile/data/voice lines
Provide support to IT Solution managers for wireless and Fixed-line Telecom services
Asset management: Hand-out/collection equipment to end-user
Regional Business Relationship Management
Act as a Regional BRM and IT representative to multiple sites
Coordinate and prioritize multiple site IT projects and IT Enhancements.
Act as a Subject Matter Expert for local hardware and software and guide dispatch-technicians as needed
Perform activities in adherence to Business Continuity
Business Relationship with End-Users and act as the voice of the customer
Partner with Site leadership to advertise IT value and discover new IT needs/requirements
Local Supplier Management – Other third-party supplier
Project Management
Implement Site Projects, Enhancements, IT Projects and Compliance Projects as per IT plans
Oversees and participate in projects for her/his region to assure highest quality. Coordinator’s role in these projects may vary from project to project.
Competencies
Future Focused
Thinks from the Future
Makes fact-based decisions – is not swayed by contrary opinions or perceptions
Is continually curious and open to new ideas
Enables an environment that embraces creativity and innovation
Trust & Teamwork
Listens First
Takes the time to listen for understanding and asks questions to clarify
Uses communication skills that enhance teamwork (listens, is open, is honest, timely, and direct)
Encourages others to listen using active listening skills
Talks Straight
Communicates directly, honestly, respectfully and in a timely manner to resolve conflict
Uses simple language that is clear and to the point
Is able to clearly define reality, even if it is controversial
Aligns
Practices accountability and collaboration to move the conversation forward
Openly shares information
Demonstrates Boundaryless Behavior
Actively participates and openly shares with others – is transparent
Works well with other departments, functions, regions and cultures
Open to learning from others and values views different from own views
Transformational Leadership
Works with Velocity
Prioritizes workload; focuses on completion and is organized
Anticipates next steps and works towards them
Achieves Business Results
Focuses on the Customer
Promotes a customer-focused culture and continuously strives to deliver value to the customer
Works with customers (internal and external) to understand and meet their needs
Commits
Keeps a promise, trust or pledge to do something now or in the future
Actions and behaviors align with the goals of the organization
Is fully engaged
Demonstrates Agility
Makes smart decisions quickly
Receives feedback and adjust behavior
Effectively works and communicates in a matrix environment
Minimum Qualifications
At least 3 years of experiences in related IT field
Strong analytical skills for complex problem solving.
Experience with Release Management, Configuration management, Systems Integration, Quality Assurance and Testing, Requirements Gathering, and Systems Analysis and Design
Has basic knowledge of Enterprise Architect Framework and processes
Has basic knowledge of Project Management skills
Ability to articulate technical topics to non-technical audiences
Solid organizational skills including attention to detail and multitasking skills
Ability to effectively work and communicate within a matrix environment
Proficient in Microsoft Office and Outlook
Good interpersonal skills with strong written and oral communication skills
Previous experience in a managed service environment is a plus
Other
Disclaimer: We are not seeking or accepting unsolicited assistance from search and selection firms or employment agencies for this employment opportunity. Please, do not contact any our employees by phone, email or otherwise about this position. Any resume submitted by a search and selection firm or employment agency for a position to any employee via email, social media or any other means without the existence of a valid written search firm agreement for this position will be deemed deemed the sole property of the Company. The Company will not be obligated to pay any cost or fee in the event it offers employment to or hires a candidate that came to its attention through such unsolicited referral.
Job Type
FullTime
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