IT Manager - Service Desk
Oriflame
مجموع سنوات الخبرة :21 years, 10 أشهر
* IT Services are delivered to the business by managing and maintaining systems or processes that pertain to Change, Incident, Problem and Release Management.
* Measure IT Services Performance Management using trending and analysis of the performance of the IT Team and communicate to the business.
* Review and ensure that any shortfalls in performance or delivery are addressed and look for enhancement in the process.
* Provide and align the business with best practice IT Service Management Guidelines as required by implementing and aligning existing processes for efficient Service Delivery.
* Establish and Manage effective SLA's with Key Vendors to ensure that ROI is achieved on existing or new agreements.
* Pro-active Management of all IT and Support functions relating to existing and new systems.
* Infrastructure Management which entails monitoring, capacity, availability and performance management of all infrastructures in multiple locations.
* Effective centralized monitoring, performance and capacity management of the websites and interdependent infrastructure and databases.
* Ensure availability of business applications or services are provided using High availability technologies.
* Management of the security and integrity of the company network and its resilience to external threats.
* Responsible for the procurement and relationship management of all IT vendors or Suppliers required to maintain efficient IT operations.
* Ensure that efficient support and escalation processes are established, managed effectively and enabled for 24/7 availability.
* Performance and capacity management of all IT infrastructure and their dependent applications or systems.
* Provide hands on support to the support and team and be able to drive problem resolution to ensure delivery and performance requirements are met.
* Management of operational IT support staff including performance management, mentoring, though leadership and skills development in line with business requirements.
* Project management of IT projects and to ensure their delivery targets are met and are managed until delivered.
* Responsible for the development and adherence of an IT Budget established on a per annum basis.
* Vendor and relationship management for the effective delivery of all it services (internal/external).
* Ensure the ongoing availability of business operations by employing an effective business continuity strategy and/or solution.
* Research and development of current and forecasted IT industry trends relating to service, infrastructure and support management to ensure that our IT strategy is aligned with both business requirements and industry best practice.
* Responsible for daily IT operations and their effectiveness to business.
* Ensure that the latest technologies or applications are investigated and realized should there be a viable business case for it to enable business.
* IT risk management and planning to mitigate any identified business IT related risks including Internal and external IT audits to ensure compliance with required frameworks.
* Establishment of internal IT Governance to ensure data protection.
Overall service delivery management & fulfillment of desired internal/external customer requirements.
Delivering services as per SLA, analyzing service/incident performance reports and identifying & implementing ongoing service improvement programs.
Defined Continuous Service Improvement Plans (CSI) which focused on Incidents and Problem Management and root cause analysis RCA.
Collaboration with operational delivery teams/client for sustaining operations and value-adds, identifying escalations and triggering the appropriate mechanisms to activate escalation management process.
Involvement in the regular weekly/fortnightly meets within the IT platform & service delivery teams. Also involved in the internal/external client recurring con-calls and meets.
Mapping client"s requirements and coordinating with the internal projects teams, in developing, implementing and transitioning processes in line with the guidelines specified by the client.
Ensure compliance with the procedures and processes in accordance with the IT security guidelines as defined, follow the requisite change/problem/incident management procedures.
Analyzing business needs and spearheading initiatives regarding establishment of IT infrastructure including procurement of hardware and software.
Handling service desk to act as a single point of contact for all end users" support needs, follow-up for most of the on-going activities and ensure quality job.
Coordinating with various technology teams for effective delivery of services viz. Voice, Networks, Applications etc.
Ensure infrastructure BCP tests are conducted on timely basis as per client requirement & AON guidelines.
Ensuring team maintains updated and appropriate asset details per the asset management procedures.
Ensure all the changes and implementations are carried out in accordance with the IT security guidelines.
Work with local and Remote IT support team to analyze technological server and network based issues, actively participate and assist in resolving tier 3 escalations, standardize workflow processes and response and organize meeting with key stake holders and vendors by providing updates to issues
Standardizes and executes benchmark testing process to ensure that applications within the infrastructure are performing within their expected performance thresholds.
Monitor and measure performance as per SLA, co-ordinate resolution with 3rd party vendors where required.
Work with local IT Support Teams in responding to network and server related problems which includes diagnosis, troubleshooting and prompt repair/restore of services.
Maintain current documentation of site status and complete assigned incident and problem management tickets. Provide daily summary reports to Managers.
Identify and remedy server and network performance bottlenecks and provide guidance and corrective recommendations to junior staff on the prevention of outage incidents.
Provide on-call support for Off-shoring platform outside of business operating hours.
Work on continuous improvement of technology service support, add new functionality and improves user ability to maintain without technical support.
Manages Technology Service desk operations to include: troubleshooting connectivity problems; installing & maintaining computers; adding/terminating user accounts; assigning rights and access; resetting passwords; establishing e-mail addresses; assessing and reporting operational status, etc.
Ensures technology documents, service contracts, etc. related to technology operations and/or technology services are evaluated, updated and processed.
Develops annual technology goals and detailed plans for goal accomplishment.
Monitor ServiceDesk records and analyse reports, taking preventative action to ensure Service Levels are met across the IT operational group.
Monitoring and reporting on hardware, software and network resourcesto ensure a high level of performance, security and integrity
Monitor all ‘High’ and ‘Major’ priority ServiceDesk issues to ensure prompt resolution.
Provide first level technical support for PC Hardware configuration, PC software including Microsoft Office Suite, Microsoft Exchange, Windows XP, TCP / IP, MS Server and UNIX
Provide first level technical support of the Local Area Network (LAN) and Wide Area Network (WAN) environments. The majority of support will be provided over the phone. Some issues however will require a more hands-on approach.
Assist in the administration of the LAN and WAN including data management, communications, security and printing facilities to meet the organisation's needs.
Ensure the integrity of the information loaded within ServiceDesk by carefully reviewing all calls loaded by non-ServiceDesk IT Staff
Provide telephony and customer facing support for initial fault diagnosis; liaise with customer throughout to ensure satisfactory resolution of problem.
Hardware relocations, and re-configuration (e.g. PC’s and Telephony)
Assist in the administration and support of the Local Area Network, including data management and printing facilities, eg:. Active Directory.
Resolution of basic Security related issues
Assist with more complex technical problems that arise and provide solutions.
To undertake the installation, maintenance and decommissioning of computer hardware and peripherals ensuring that this is done to agreed procedures and standards and that all relevant documentation is maintained.
To ensure that all daily tasks are carried out according to the agree procedures and
within Service Level Agreements.
To provide telephone, email support and field support to external & internal customers. Calls must be logged, prioritized and actioned.
M.Sc. IT from Dr. CV Raman University
PGDCA from Dr. CV Raman University
B.Com from Rajasthan University