Johnson Controls Hiring for Manager, Field IT at Pune, Maharashtra Full Time

Manager, Field IT – WD30135130357

Delivery lead

What you will do

The Regional IT Lead role is a hands-on role to manage the daily operation of the IT Field Technical Support team, working as a key part of the GI Field Services team to ensure the business IT environment is fully supported whilst maintaining the highest levels of customer service and satisfaction.

Workplace, infrastructure, service management, communication management, quality and compliance management by collaborate with both internal global team and external vendor.

Working scope: Regional

How you will do it

Drive and further roll our global solution in regional to further leverage cost saving and improve efficiency

Responsible for complete infrastructure design, systems analysis, security, network & voice communication

Carry out supervisory and line management functions for the Field Technical Support team. Ensure the Field Technical Support Team delivers a quality service, with an emphasis on promoting a customer satisfaction approach in their work.

Responsible for steering and managing the operational interfaces to Service providers for service processes of an application or application cluster (planning, ordering, service level reporting and management complaint and escalation management) and for ensuring that the internally and externally sourced IT services are delivered in accordance with customer Service Level Agreements to internal IT Standards and in line with industry best practice

In charge of the service life cycle management which includes service & technology life cycle management, architecture, service level management & process improvements, demand & capacity management, innovation, supplier & contract management, benchmarking, etc.

To ensure all calls received into the support teams are allocated correctly and carried out in a timely fashion.

To implement desktop computing standards agreed with the GI IT Field Services Management team, ensuring those are consistent with corporate standards and adhere to ongoing corporate guidelines and direction.

Communicate those standards to the teams and ensure they are adhered to and provide a consistent support approach and offering to the business.

Develop a profile of job role responsibilities and objectives that the Field Technical Support team will perform and use a documented measurement system to measure their performance against them.

Manage and maintain the IT helpdesk system (ITSM) group for Field Support in the region including responsibility for following up escalated calls.

Motivate and develop the Field Technical Support analysts and, promoting an “excellence in customer service” culture and attitude.

Pro-actively analyze user call trends and identify and report on improvements that can be made to affect a reduction in the number of calls per user logged. Work and develop performance metrics for review.

Ensure all customer complaints are logged and the GI EU IT Manager is notified.

Develop and promote strong IT relationships with key Business stakeholders through regular IT Development promotions to the business and respective user bases.

Define rules, regulations and quality checks for service processes and monitor compliance with these conditions

Represents the service across the organization

Manages the risk of operating the service

Ensure continuous service improvement and, if needed, and contractual, regulations, best practices and documentations

Participates in IT-internal service review meetings and service review meeting with managed service providers

Serves as point of escalation for issues not resolved by normal channels

Manage service-related governance boards, e.g. with providers in close cooperation with Service Integration function

In addition to the above-mentioned tasks, other activities and responsibilities may be individually defined.

What we look for

College diploma or university degree in the field of computer science.

Certifications in MCSE, ITIL.

Knowledge of infrastructure as a service, platform as a service and integration of infrastructure components

Knowledge of operating system concept, Domains, Active Directory and its concepts, and the interaction between hardware, operating systems, network, data center, and application software

Deep understanding of TCP/IP and other network protocols. Familiarity with DNS, DHCP and other network services

Knowledge of Cisco network and voice gears and technologies

Have plenty experience in using service now and Yammer etc.

Knowledge of managing a data center in terms of systems monitoring, capacity planning and performance tuning

Excellent technical knowledge of PC and desktop hardware.

Have plenty of experience in infrastructure management

Analytical and problem-solving abilities, with keen attention to detail.

Able to read and understand technical manuals, procedural documentation, and OEM guides.

More than 10 years’ experience in a productive IT environment managing enterprise IT infrastructure, hardware, hosting service and network area

5 years’ experience in a similar manager role.

Experience in a Technical hands on support role

Experience of Remedy Helpdesk system.

Strong project management skills, including the ability to prioritize work and meet deadlines

An ability to communicate relevant information in a user-friendly non-technical language.

Strong planning, organizational, and leadership skills

Self-motivated and drive team efficiency in service management domain

Effective interpersonal skills and relationship-building skills.

Strong written and oral communication skills.

Strong customer-service orientation.

Efficient prioritization and management of workload in a high-pressure environment.

Willing to drive and embrace new change

Qualifications

College diploma or university degree in the field of computer science.

Certifications in MCSE, ITIL.

Knowledge of infrastructure as a service, platform as a service and integration of infrastructure components

Knowledge of operating system concept, Domains, Active Directory and its concepts, and the interaction between hardware, operating systems, network, data center, and application software

Deep understanding of TCP/IP and other network protocols. Familiarity with DNS, DHCP and other network services

Knowledge of Cisco network and voice gears and technologies

Have plenty experience in using service now and Yammer etc.

Knowledge of managing a data center in terms of systems monitoring, capacity planning and performance tuning

Excellent technical knowledge of PC and desktop hardware.

Have plenty of experience in infrastructure management

Analytical and problem-solving abilities, with keen attention to detail.

Able to read and understand technical manuals, procedural documentation, and OEM guides.

More than 10 years’ experience in a productive IT environment managing enterprise IT infrastructure, hardware, hosting service and network area

5 years’ experience in a similar manager role.

Experience in a Technical hands on support role

Experience of Remedy Helpdesk system.

Strong project management skills, including the ability to prioritize work and meet deadlines

An ability to communicate relevant information in a user-friendly non-technical language.

Strong planning, organizational, and leadership skills

Self-motivated and drive team efficiency in service management domain

Effective interpersonal skills and relationship-building skills.

Strong written and oral communication skills.

Strong customer-service orientation.

Efficient prioritization and management of workload in a high-pressure environment.

Willing to drive and embrace new change

Job Information Systems

Primary LocationIN-India-Pune

Organization Corporate