Salesforce Looking for IT Techforce Manager at Hyderabad, Telangana Full Time

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Job Category

Products and Technology

Job Details

The IT Techforce Manager will be based in the Salesforce Hyderabad office report to the Techforce APAC Senior Manager within IT Enterprise Operations. This position will be a technical hands-on leader for delivering a world-class support experience for our internal users by driving operational excellence within the local India support team and in coordination with other business partners.

Responsibilities :
The Manager of the IT Techforce team will be responsible for delivering internal end-user IT solutions by managing, evaluating, recruiting, hiring, and developing Techforce Analysts. The manager will interface daily with the technical staff and other managers and will be directly involved in resolving escalations and coordinating the communication of service status related to his/her area of responsibility. The manager will focus much time on building relationships with India Leaders and on people leadership. A strong emphasis will be placed on improving IT Services, while also supporting Salesforce India through high-growth periods. Techforce India team (5 Analysts in Hyderabad and 2 in Bangalore) will directly report to IT Techforce Manager – Hyderabad. The IT Techforce Manager must be receptive to senior management coaching to increase his/her individual and team’s effectiveness.

Responsibilities Include:
Foster positive end user relationships and drive customer satisfaction

Meet regularly with key business leaders in India to align IT deliverables with the needs of the local India business

Define team goals, lead staff to desired results, and be accountable for team performance

Manage staffing and schedule for the Tokyo Techforce Bar for end-user walk-up support

Consistently deliver 100% SLA on India Provisioning operations for end-of-life system swaps and Day 1 system readiness for new hires

Ensure all conference room technology is monitored and physical system checks are performed periodically

Oversee white glove executive support operations to executive staff in India

Implement model for India Techforce Analysts to absorb support for internal Salesforce products used by the India business

Understand customer requirements and business opportunity/requirement identification, guidance, support and closure

Act as a single point of contact for India IT and be the advocate between cross-functional groups

Collaborate with the rest of Salesforce IT to advocate and prioritize across functions to manage incidents, address problem root-cause, and advocate for the local India business partners.

Deliver on service commitments to users and business units

Suggest service offerings to deliver to the business as company growth continues and lead implementation of these new services

Assist in cost management of contractor services

Measure customer feedback regularly from those receiving IT services and present findings to management with continuous improvement recommendations

Create vendor relationships, and drive/manage subcontractors/third party providers

Drive/participate and coordinate crisis management

Ensure staff is adequately trained

Ensure attrition does not affect the ability to deliver services

Ensure progression and succession plans in place for all staff

Lead and actively participate on global IT projects

Report team performance metrics and project summary status periodically

Analyze performance trends, forecast resource requirements, and implement corrective action as needed

Implement programs and processes to ensure the highest level of service, efficiency, quality, and response

Identify efficiency opportunities for service delivery through leveraging tools, automation, and best practices and energize staff to continuously seek new ways of increasing support efficiencies

Occasional availability outside of normal business hours

Domestic and international travel is required in this role

Required Skills:
This position requires someone who is outgoing, has excellent communication skills, and enjoy working in a team environment.

Bachelor’s degree in Science, Engineering, Information Systems, Data processing or equivalent

Strong oral and written communication skills

Strong analytical/problem solving skills

Experience working in an IT Leadership position within an enterprise during a high-growth period

Strong background in building relationships with business partners, with a track record of success in meeting business partner requests

Experience interacting frequently with senior level business partners, to include VP/SVP/EVP and C-level leaders

Minimum 4 years IT operations experience in a leadership position

Four (4) or more years combined experience in IT Operations, technical support, network administration, enterprise systems management, engineering, or security administration.

Practical experience with ticketing and queue management systems

Must be current with technology trends.

Ability to work successfully with, coach, and manage a team

Ability to leverage the talents of employees to build a high performance team

Ability to work effectively against demanding deadlines and budgets.

Fluency in English

Desired Skills/Experience:
Experience establishing performance thresholds and monitoring systems for failures or degraded performance

Current knowledge of Mac, PC, and mobile hardware, software, and technology trends

Strong experience in troubleshooting and root cause analysis

Practical experience with desktop support services

Experience with case routing techniques like ACD

Experience working out of SEZ (Special Economic Zone)

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