Tower Lead (Support & Operations)
India
Job Description
Tower Lead (Support & Operations)
Noida, Uttar Pradesh
Job Summary
We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL.
Primary responsibilities are:
- Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)
- Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution)
- Customer Relationship Management
- SLA Management including Incident and Requests
- Regular reviews with Customer, Vendors & Internal HCL Stakeholders
- Provide leadership to the LSM Team including coaching as required
- Reporting and MIS
- Oversee Projects
Skills, Experience and Qualification Required
Business Skills:
- Understanding of EUC and related technologies
- Ability to interact with customers 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
- Ability to understand best practices internally/externally on EUC related activities.
- Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L 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
- Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients
Technical Skills:
- Understanding End User IT infrastructure
- Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc
Minimum Qualification and Experience
- 10 years End user computing experience, with at least 8 years in a management role leading a team
- Minimum 5 Years working in DWP Management Role
- Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
- Must have at least one or more core digital workplace technology background with hands on experience ( WPE,UCC, UMC)
- ITIL professional will be preferred
- Ideal candidate would have project management experience (new Project onboarding , transition & migration projects)
- Ideal candidate would be expected to have a 10-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment
Key Responsibilities
We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL.
Primary responsibilities are:
- Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)
- Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution)
- Customer Relationship Management
- SLA Management including Incident and Requests
- Regular reviews with Customer, Vendors & Internal HCL Stakeholders
- Provide leadership to the LSM Team including coaching as required
- Reporting and MIS
- Oversee Projects
Skills, Experience and Qualification Required
Business Skills:
- Understanding of EUC and related technologies
- Ability to interact with customers 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
- Ability to understand best practices internally/externally on EUC related activities.
- Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L 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
- Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients
Technical Skills:
- Understanding End User IT infrastructure
- Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc
Minimum Qualification and Experience
- 10 years End user computing experience, with at least 8 years in a management role leading a team
- Minimum 5 Years working in DWP Management Role
- Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
- Must have at least one or more core digital workplace technology background with hands on experience ( WPE,UCC, UMC)
- ITIL professional will be preferred
- Ideal candidate would have project management experience (new Project onboarding , transition & migration projects)
- Ideal candidate would be expected to have a 10-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment
Skill Requirements
We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL.
Primary responsibilities are:
- Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)
- Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution)
- Customer Relationship Management
- SLA Management including Incident and Requests
- Regular reviews with Customer, Vendors & Internal HCL Stakeholders
- Provide leadership to the LSM Team including coaching as required
- Reporting and MIS
- Oversee Projects
Skills, Experience and Qualification Required
Business Skills:
- Understanding of EUC and related technologies
- Ability to interact with customers 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
- Ability to understand best practices internally/externally on EUC related activities.
- Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L 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
- Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients
Technical Skills:
- Understanding End User IT infrastructure
- Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc
Minimum Qualification and Experience
- 10 years End user computing experience, with at least 8 years in a management role leading a team
- Minimum 5 Years working in DWP Management Role
- Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
- Must have at least one or more core digital workplace technology background with hands on experience ( WPE,UCC, UMC)
- ITIL professional will be preferred
- Ideal candidate would have project management experience (new Project onboarding , transition & migration projects)
- Ideal candidate would be expected to have a 10-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment
Other Requirements
We are looking for a multi-skilled DWP SSM - LSM Leader who can effectively oversee an End User Computing Function on and manage relationship with a global client of HCL.
Primary responsibilities are:
- Resource & customer Management for Digital work place track/tower ( M365, AD, SCCM/Intunes/Citrix, VDI, UCC ( Cisco/Avaya voice)
- Oversee the Other EUC Activities ( Application Packaging, OS Build, Software Distribution)
- Customer Relationship Management
- SLA Management including Incident and Requests
- Regular reviews with Customer, Vendors & Internal HCL Stakeholders
- Provide leadership to the LSM Team including coaching as required
- Reporting and MIS
- Oversee Projects
Skills, Experience and Qualification Required
Business Skills:
- Understanding of EUC and related technologies
- Ability to interact with customers 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
- Ability to understand best practices internally/externally on EUC related activities.
- Understanding of Financials, including cost control, project revenue/costs, budgeting, P&L 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
- Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients
Technical Skills:
- Understanding End User IT infrastructure
- Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc
Minimum Qualification and Experience
- 10 years End user computing experience, with at least 8 years in a management role leading a team
- Minimum 5 Years working in DWP Management Role
- Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
- Must have at least one or more core digital workplace technology background with hands on experience ( WPE,UCC, UMC)
- ITIL professional will be preferred
- Ideal candidate would have project management experience (new Project onboarding , transition & migration projects)
- Ideal candidate would be expected to have a 10-15 years’ experience of IT Infrastructure, Contract and Vendor Management in a corporate environment
Information at a Glance