The IT Operations Centre in Chennai is a part of IT support services and provides centralised support for IT services in Mott MacDonald. The desktop services team provides end point computing, event management services and engg application support services to our staff globally on a 24×5 basis.
The desktop services lead reports to the IT Manager – Operations and provides operational leadership to the support staff in shifts, whilst ensuring compliance to the global processes.
Responsibilities:
Manage and monitor operational metrics such as OLAs, SLTs, call queues, distribution, quality, response etc. for desktop services which include end point computing support, remote access, VDI, Intune/SCCM, functional issues relating to application, security hardening activities etc.
Support the desktop services staff technical queries and improve the knowledge and capabilities through skillset development and knowledge management.
Prioritise functional and hierarchical escalations from customers to ensure that they receive the highest level of service.
Manage desktop services for smooth 24/5 support operations
– Ensure timely escalation of tasks to 3rd line support, external vendors where appropriate.
Manage support staff per shift to deliver effective support, managing & monitoring shift roster, assign short term work schedules for timely completion
Conduct feedback meetings, performance reviews and monthly 1:1s, using performance analytics to support professional development.
Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal personal performance management and appraisal.
Conduct quality audits, coordinate induction training, performance improvement plans
Supervise staff for compliance to service management practices
Maintain skills matrix and update it regularly, identify skill gaps or new training requirements and organise the same for the team.
Manage disaster recovery operations wherein the Op Centre team operates out of Chennai working from home or Mumbai team operates with WPS teams to provide support during DR scenario
Own recruitment and career progression plans– Manage internal communications for IT support related issues
Contribute to continuous service improvements, promote customer focus to deliver improved services to the customer.
Collaborate internally and work as the customer champion in cross-functional teams to build strong client and customer relationships.
Contribute to service landing and transition activities as required
Candidate Specification
Essential education, experience, knowledge, and skills:
Educated to A-level or equivalent qualification ideally in an IT related discipline.
Good experience in a Team supervisor role in service delivery /operations/ end point computing support
Thorough Knowledge of ITIL Service Management best practices, at least ITIL V3/V4 foundation certification
Knowledge of basic endpoint hardware, networking, and hosting concepts
Working knowledge of active directory, O365, MS exchange and Teams
Demonstrated problem solving skills
Personal Attributes
Assured and perseverant
Passionate about technology and learning
Strong analytical ability with effective communication and interpersonal skills
Excellent customer service skills.
Excellent communication skills
Ability to think clearly under pressure
Job Profile
Mott MacDonald’s support services are the driving force behind our organization, 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. We are a global team of 350 IT specialists dedicated to advancing the technology we use and supporting our staff based in 150 offices across the globe.
The IT Operations Centre in Chennai is a part of IT support services and provides centralised support for IT services in Mott MacDonald. The service desk provides Level 1, IT support service to our staff globally on a 24×7 basis.
As one of the service desk leads you will manage the team of service desk analysts who provide first line IT support to out business. You will be managing first level service operations, be responsible for achievement of team KPIs and service improvements. You will be reporting to IT Manager – Operations.
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
56901BR
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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