Job
Description
EUC Engg LeadExperience:Associate's degree and/or 8-10 years of experience.Strong background of proven success in EUC Engineering services required.Previous management experience of leading a team of EUC Engineering services team preferred.Solid record of success in managing customer satisfaction in an IT Services environment that includes EUC technologies like SCCM Infrastructure management, Image management, software distribution, app packaging, MDM, patch management, custom reporting etc.Skills:
Proactive Analysis & Problem Solving, SLA adherence, Planning/Organizing/Work Management, Quality Orientation / Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination / Management, Strong oral and written communications, Ability to effectively communicate and collaborate with several levels of the customers organization. Certifications:SCCM 2012, ITIL Foundations, Industry standard technical certifications, such as A+, and Project Management certification preferred.LeadershipPosition requires strong leadership to mentor a team of EUC engineering engineers spread across Image management, software distribution, app packaging, MDM, patch management etc. Ownership of customer satisfaction across numerous sites and levels of management also required. Previous leadership experience in an end user services environment is preferred. Ability to lead teams of field support technicians. Experience in this area is not required but a familiarity with it is preferred.Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.Participating in an on-call shift is also part of the job. Travel is required to customer locations.
Do
Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans
Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness
Team Management
Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions
Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions
Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation
Deliver
NoPerformance ParameterMeasure1Operations of the towerSLA adherenceKnowledge managementCSAT/ Customer ExperienceIdentification of risk issues and mitigation plansKnowledge management2New projectsTimely deliveryAvoid unauthorised changesNo formal escalations
Mandatory Skills: EMM Intune.
Experience8-10 Years.
