Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services, Ensuring Compliance With Company Policies.
2. Provide Expert Support For Complex Incidents Escalated By Analysts, Utilizing Advanced Troubleshooting Techniques And Root Cause Analysis To Resolve Technical And Security Issues Effectively.
3. Lead Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Their Skills And Service Delivery.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams, Ensuring Seamless Operations, And Maintaining A Strong Security Posture.
5. Enhance Customer Experience And Satisfaction (Csat) By Achieving First Call Resolution, Minimizing Rejected Resolutions Or Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

Asset Management Services We are looking for a multi-skilled Asset Management Analyst who can effectively oversee Asset Management Deliverables and also work with EUC Function on a very large scale for global clients of HCL. Primary responsibilities are: • Asset Management/Stock Management /Procurement• Asset provisioning and Tracking like Computer Assets/Mobile/Virtual Desktop/Workstations• Oversee the Other EUC Activities as applicable (Application Packaging, OS Build, Software Distribution)• Customer Relationship Management• SLA/OLA Management for all Asset Management Deliverables and its reporting• Regular reviews with Customer and internal teams/vendors as applicable• Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.• Extensive knowledge on ITSM Tool Set (ServiceNow)• Demand and Forecast analysis and understanding key Business needs/suggestions• Reporting and MIS• Oversee Projects • OEM Vendor Relationship ManagementSkills, Experience and Qualification Required Business Skills:• Understanding of EUC and Desk Side Support / FSO Management • Ability to work in a Matrix managed environment• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive• To work through issues analytically to a successful conclusion• Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients/pre-sale activities/solutions/etc• Ability to understand best practices internally/externally on EUC related activities.• Understanding of Financials, including cost control, project revenue/costs, Billing, vendor invoice processing, etc Personal Skills• Strong customer service skills • Must be detail oriented and self-motivating• Strong Written and Verbal Communication Skills at senior level, • Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills• Flexibility with respect to time – client deliverables need to be met with a Can do attitude• Excellent problem solving / quantitative/ analytical skills• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels • Must be detail oriented and self-motivating• Ability to motivate people and teams,• Ability to write business cases and justification documents, Ability to manage multiple work streams• Assess data accuracy and reasonableness and follow-up directly with clients appropriately to achieve necessary understanding and to resolve the Licensing anomalies• Ensure quality and timely delivery of customer requirements• Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of ClientsTechnical Skills: • Understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphones and industry wide OS and applications• Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database Managing the entire Life Cycle Management operations of all IT Assets• Demand and Forecast analysis and understanding key Business needs/suggestions• Asset Inventory/ITSM Tool/AMDB Implementation/Inventory report• 

Asset Procurement Process/ Budget Tracking/ Asset Delivery Tracking/Provision process/Asset Audit/Periodic Reporting• Tracking and Remediation of Missing Assets and its reconciliation • Blanco/Degaussing along with Disposal process• Working knowledge with Value Added Reseller (VAR)

 

Other Requirements

1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: Certification In Asset Management Or Related Fields