Mott MacDonald Looking for IT Technical Lead – Business Application at Chennai, Tamil Nadu Full Time

Job Description:
The IT Technical Lead – Business Applications will be based at Global IT Operations Centre in Chennai, providing level – 3 support to business which includes mainly ERP systems. The successful candidate will be working within the IT Application Services team, and with suppliers to provide operational IT support activities (incident/problem/change management). He would actively collaborate with Service Delivery team, members of other support services to provide prompt customer support. The team obviously has a mix of skill sets, expertise and responsibilities are assigned accordingly.

Key Duties and Responsibilities:
Providing Level 3 support in issues related to Deltek ERP system, SAP Success factors, Finance, HR applications and CRM tool(s) from Operations Centre in a 24×7 shift based operations setup application.

Manage, monitor and resolve Incidents, Requests and Problems in line with agreed SLAs

Ensure that solution and application support/knowledge documentation are maintained to the highest quality and accuracy.

Collaborate with our third-party support partners to get resolution for issues escalated to them.

Ensure performance of day-to-day activities and checks as part of the on-going maintenance support in a timely manner and provide input to a forward schedule of maintenance, upgrades, and support activities, projects.

Ensure monitoring activities are carried out regularly for the supporting applications.

Ensure compliance with Mott MacDonald standards, policies, and regulations.

Contribute to continual service improvement activities

Creation and distribution of knowledge and information with other team members and the company.

Lead and motivate the team.

Coaching to improve team member skill sets

Nurturing team member strengths and identifying areas for improvement

Reporting progress to stakeholders

Managing team members in terms of availability for the shifts.

Candidate Specification

Desirable:
Experience in providing support for Deltek or other ERP systems.

Knowledge in Success Factors, CRM Tools.

Query, Scripting, Database skills, SaaS support

Formal accreditation in ITIL v3 or other best practice framework.

Essential:
Experience in providing applications services support in a global team as part of a multinational organization.

Experience of IT Service management best practices, especially Incident, Request, Problem and Change Management.

Experience In handling team.

Demonstrable experience as an application support engineer in supporting large scale deployment of ERP systems.

Experience in roll out support for large scale application deployments.

Formal Education & Certification:
A relevant degree or equivalent is essential – BE/B Tech/MCA from a reputed institute.

ITIL V3 foundation is desirable.

Personal Attributes:
Excellent English communication skills – verbal and written.

Excellent interpersonal skills.

A motivated team player to work as part of the team to meet deadlines.

Superior analytical, evaluation, and problem-solving abilities.

Logical and analytical approach to problem solving and finding solutions.

Ability to multi-task and prioritize when under pressure with proven track record in achieving SLAs.

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

58446BR

Recruiter Contact

Supriya Yadavalli

Country

India

Region/State

ALL – India

Discipline

Information technology

Sector

Corporate Services

Website Region

Asia Subcontinent

Website Sector

Corporate services