Business Applications – Deltek ERP covering various functions, Finance, HR, Business, Projects, Reporting and analytics
Project Information Support Services – Bentley and Autodesk applications stack for engineering applications and other engineering applications
Productivity applications – O365/M365 services including SharePoint, MS Teams, and other productivity enhancement tools
Unified communications – Exchange online and MS Teams
Responsibilities include:
24/7 monitoring of IT applications environment and support, for running an ITIL compliant global IT support operation
Coordinate resolution of application issues by 3rd line application team staff and improve the knowledge and capabilities through gap analysis, skillset development and knowledge management.
Prioritise functional and hierarchical escalations from customers to ensure that they receive the highest level of service.
Compliance to defined KPIs for support and service availability
Trend analysis, reporting, service review activities, feeding into SI initiatives
Plan and manage a forward-looking program for application support
Manage ROTA for resources for providing adequate cover for support per shift.
Escalate any resource/technical/coordination issues to IT Manager – Operations if required
Monitor and ensure timely and effective resolution of all customer incidents and requests
Work with SOs/delivery team staff to provide global support and get technical escalations resolved
Actively pursue CSI (Continual service improvement) initiatives as part of SI initiative
Coordinate service transition and shift left initiatives
Provide inputs towards budget for application related activities
Be a mentor guide to application team staff
Coordinate recruitment activity with Recruiting team
Monitor payment of allowances, grant of leave, and support other people related aspects
Candidate Specification
Formal Education & Certification
University degree or diploma in computer science or Engineering or IT discipline -Essential
ITIL V4 Certification -Highly Desirable
Knowledge and Experience
A good experience in lead role for applications support, ERP, project management, IT service improvements portfolio
A good experience in managing IT operations from applications perspective
Experience in contract, vendor management, budgeting is a plus
Broad technical Knowledge of IT applications, services, and trends – Essential
Knowledge of Service Management best practices -Essential
Experience in managing multiple teams for functional excellence
Personal Attributes
Should be able to demonstrate the following competencies:
Exceptional team leadership skills.
Ability to effectively prioritise and execute tasks in a high-pressure environment.
Exceptional written and oral communication skills.
Keenness to learn and ability to absorb and retain information
Good analytical and problem-solving abilities.
Confident and perseverant
Passionate about technology and learning
Job Profile
About the business unit
Mott MacDonald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach.
How to apply
To apply for this role, please complete our 15-minute application via our website. Our talent acquisition coordinators aim to provide feedback within 5 working days with the outcome of your application. More information about our application process can be found here. If you have any questions regarding your application or the role, please reach out to the dedicated recruiter listed who will be more than happy to help.
Mott MacDonald is Work180 accredited – which means we actively support and encourage women to join our work force!
Benefits we offer:
Pension matched up to 7%
Life insurance
An annual professional institution subscription
Continuous development opportunities – because we want you to thrive
Agile/flexible working – because life isn’t 9-5
Enhanced parental leave; shared parental leave policies – for parents and care givers
Annual company performance bonus scheme – Subject to company performance
Flexible benefits that suit you, including cycle to work & interest free season ticket loans .
The opportunity to make a difference; learn more about our social outcomes
Other Information
Equality, diversity and inclusion
We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.
If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to apply or attend an interview, please contact us at [email protected] and we will talk to you about how we can assist.
Agile working
At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.
More about Mott MacDonald
We’re a global engineering, management and development consultancy.
Our purpose is to improve society by considering social outcomes in everything we do, relentlessly focusing on excellence and digital innovation, transforming our clients’ businesses, our communities and employee opportunities.
A fundamental part of this is respecting each person’s differences and striving to meet their needs.
Our values: progress, respect, integrity, drive, excellence
Job Ref
55500BR
Recruiter Contact
Supriya Yadavalli
Country
India
Region/State
ALL – India
Discipline
Information technology
Sector
Corporate Services
Website Region
Asia Subcontinent
Website Sector
Corporate services
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