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Director Technology Support

Bengaluru, KA
Job Code:
  • IT
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Job Details

Responsible for the day to day leadership of the end user services functions comprised of Service Desk, Desktop Support andITIL support functions including Incident Management, Problem Management, Change Management, Configuration Management andITSM ToolsResponsible for managing a team of IT managers and support specialists providing efficient support to end users of technology servicesLead day to day operations for corporate service desk, corporate desktop support andITIL support teams. Provide leadership in creating improved technology support operations. Provide strategic and tactical direction to technology teams and strategic partners to create and operate service oriented operations.Lead the design and implementation of service desk capabilities and best practices. Implement policies, procedures and metrics that drive continuous improvements in support processes such as incident management, problem management, change management, configuration management andITSM tools.Conduct period operations reviews with senior management and support teams. Leverage operational metrics to drive stability and reliability in infrastructure and applications that result in superior customer experience.Ensure end user satisfaction with desktop support services; drive increased automation and efficiencies in desktop management with focus on PC refresh, license compliance, profile management, data and device protection, patching, imaging, monitoring and administration.Provide leadership to technology support teams focused on improving service delivery processes which effect customer satisfaction and internal productivity.Train, coach and mentor service delivery teams in optimal operations processes and best practice philosophy and applicationLead and train service delivery organizations to improve operational processes and efficiencies through productivity analysis, metrics and reporting mechanism for continuous improvement.Desired Candidate ProfileB.E / B.Tech in Computer Science with 14 to 20 years of experience in leading technology operations support and service delivery teamsExperience in implementing operational maturity throughITIL process andITSM toolsMultiple hardware platforms, includingIBM Mainframe and iSeries, Oracle/Sun, Dell Servers,UCS, EMCstorageProven experience in leading operations support, service delivery and/or vendor management at an enterprise level globally.Experience creating successful vendor relations with managed services in a service delivery environmentMust have strong leadership and influencing skills. Demonstrated excellence in multi-resource project execution and process.Excellent interpersonal and communications skills with keen attention to detail. Ability to multi task, self manage and prioritize multiple tasks in a high-pressure environment.Fundamental knowledge of industry best practices and standards forITIL. Proven experience in implementing and supporting ITILprocesses and ITSMtools.Familiar with multiple information technology platforms and applications. Strong understanding of infrastructure design and support concepts.
Degree: CA (Chartered Accountant) | M.Com. (Commerce)

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 14-19


IT | Marketing/Brand/Product | Operations/Customer Care
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