Location: Bangalore
ABOUT UNILEVER:
Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best. Every day, nine out of ten Indian households use our products to feel good, look good and get more out of life – giving us a unique opportunity to build a brighter future.
Every individual here can bring their purpose to life through their work. Join us and you’ll be surrounded by inspiring leaders and supportive peers. Among them, you’ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we’ll work to help you become a better you.
MAIN JOB PURPOSE:
Workplace, Travel & Group Security (WTS) IT platform team is responsible for the consistent delivery of the IT underpinning the Global Workplace, Group Security and Travel Services Operations. The purpose of this role is to act as Lead Technical SME across the Platform Support Team made up of Service Quality Analysts and Senior Technical Executives. This role will provide a dotted line reporting structure between the Platform support team and the Group Security manager.
L3 support and escalation for these Services, supporting the Group Security Capability, Travel and Service Manager.
Some key components of the role will be working with IT Suppliers as well as our customers and Stakeholders. There are many innovations coming out of this area and the Lead Senior Tech Exec will need to lead the IT work-streams delivering into the projects for the platforms they support. There is also a continued drive for simplification and alignment, so part of the role will also cover the constant drive for savings in our operations and improvements in our ways of working.
JOB SUMMARY
The candidate will mentor and participate in the development of the team, working directly with the Group Security & Travel Managers to build a team that supports the new Service structure for Group Security & Travel, the role will have an input into the team members’ development plans and support rota.
The role will take the lead as a technical consultant on innovation projects as part of the Group Security & Travel roadmaps and will drive the completion of those projects from an IT perspective liaising with both Unilever and supplier teams. The Services that this role supports will extend and they will be an SME across all the Group Security, Workplace & Travel Services.
The role will undertake team reviews highlighting opportunities to improve ways of working within the team, delegating actions to the other team members and being accountable for their delivery.
The role will undertake evaluations of the support services being offered (SLA adherence and ticket resolution) using reports whose running has been delegated to the Service SME. They will highlight areas of improvement to the Group Security & Travel Managers and propose solutions.
They will act as an escalation point for issue resolution with the Vendors and will hold Vendor Service reviews.
KEY ACCOUNTABILITIES:
Assisting planning and implementation of Group Security & Travel innovations.
Delivering against the IT Group Security & Travel Roadmap.
Translating the strategic view into deliverables for the team.
Participating in regular Service Review meetings with providers to monitor progress against issues and to ensure that the agreed level of service is maintained.
Managing Service Improvement Plans with suppliers and holding them accountable for delivery.
Reviewing and continuously improving the overall service management processes.
Delegating tasks to the rest of the Platform Support team to support their development areas.
Provide guidance and advice to the business on the best use of the technology.
Continually looking for opportunities to improve the service.
Mentoring the Platform Support Team members and participating in their development reviews.
KEY REQUIREMENTS:
Candidate needs to have excellent language and communication skills, but prime language will be English to manage escalation between the Tier 1 and the suppliers support teams.
The candidate must have a flexible way of working due to the global coverage of the Global Workplace, Security and Travel Services and there maybe times where it is required to work outside of normal business hours.
Within the L2 support team, all members will have a working knowledge of the Group Security & Travel Services, and this will mean that with the addition of this role there will be clear segregation of duties between the Senior Tech Execs and the L2 team. This role will manage that segregation of duties and delegation of deliverables.
Strong knowledge on ITIL service management process.
Hands on experience in IT service management tools such as ServiceNow/Remedy.
Good knowledge in MS Excel.
Ability to build strong and effective working relationships across different cultures.
Service & Customer focused.
Flexibility to adjust to changing business requirements.
This role will be reporting to Service Manager for Travel & Security Technologies.
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