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Local IT Support Manager

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  • Arts & Entertainment
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Job Details

ResponsibilitiesThe Local IT Support Manager for Ubisoft Pune willCreate a collaborative and motivating work environment for the employees within the Local IT team;Set and manage objectives, performance and career path for each of the IT Technicians;Closely follow and regularly report on the quality of the day-to-day operations (tickets, requests, incidents);Closely follow and regularly report on the end-user satisfaction and performance of the IT Technicians;Ensure security and IT best practices are implemented,understood and followed in the team;Consolidate feedback, improvements, problems and solutions to share with the his manager and other regional/world-wide teams;Provide training and coaching on best practices to the IT Technicians and employees of the studio alike;Regularly meet with various IT, regional and studio stakeholders to align on priorities and gather feedback;Actively participate in the elaboration of the budget and IT strategy of the studio;Support other regional and world-wide IT counterparts when required;Handle technical and managerial escalations of IT matters for the studio. Additionally,the Local IT Support Manager must also be able to perform all tasks of the IT TechnicianOffer on-site support to the studio employees on hardware and standard software;Build, deploy and maintain new workstation and build machine environment for employees according to group standards;Manage and maintain local IT infrastructure when required;Train and advocate IT and Security best practices/standards to studio employees;Interact with external vendors and internal partners during problem resolution;Take active part in the tracking and updating of the hardware and software asset inventory;Update and maintain a knowledge base on newly diagnosed problems and issues;Carry out all other related tasks. Skills and KnowledgeThe Local IT Support Manager will haveExcellent leadership and motivational skills;Excellent diagnostics and problem solving skills;Excellent sense of customer service in a technical support environment;Excellent English communication skills (spoken and written);Strong knowledge of the ITIL concepts and methodologies;Good understanding of networking, server and datacenter concepts;Good understanding of IT security (antivirus,firewalls, proxy) concepts;Good dexterity and ability to perform manual labor with IT Hardware (components, workstations, servers)Familiarity with SCCM, Active Directory and MMC;Familiarity with Unix-based operating system (Redhat/CentOS,Ubunbu/Debian, OSx);Familiarity with mobile technologies (Android, iOS,Windows 10 mobile, Blackberry);Familiarity with multimedia equipment (TV, console,projectors, video conference);Familiarity to video game industry, its methodologies and processes;Familiarity with technology industry news and trends; Qualifications and trainingPolytechnic or University Degree in Information Systems or equivalent related experience;2+ year(s) of experience of leadership or management experience in a technical support context;5+ years of experience in a technical support to end user position;Technical certifications an asset (CCNA/MTA/MSCA/CompTia/etc);ITIL certification an asset
Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-5


Application Programming | Desktop Support | Mobile | Software Engineer
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