Associate Technology Spec (IT)
McDermott
- Gurgaon, Haryana
- Permanent
- Full-time
- Apply broad knowledge of IT operations principles, business drivers, and related areas to impact results
- Build relationships with key functional stakeholders in the business and communicates appropriately with them
- Broad knowledge of various technologies (Windows 10, Windows 7, MS O365, Active Directory, Cisco UCS, Mobile Device Management, Cyber Security, Networking and Connectivity, Server Support, and Infrastructure Projects)
- Strong business acumen and the ability to translate technical terms into business terms required
- Responsible for day-to-day service operations. This includes providing regular infrastructure maintenance and support, with prompt resolution of issues, off-hours support, and compliance with IT governance and processes
- Proactively use root cause analysis to increase operational efficiency
- Effectively manage third-party service providers
- Liaise with vendors and application teams to drive the root cause analysis and problem resolutions
- Provide daily, weekly, and monthly reports to the appropriate audience
- Manage a team of IT support resources to provide best-in-class IT service to all functional users
- Manage performance of Level 2 & Level 3 services and support clients while ensuring service levels are achieved and customer expectations are met or exceeded
- Responsible for ensuring staff are meeting/exceeding expectations regarding performance and defined SLA metrics/benchmarks
- Work with senior leadership and management in the business units to communicate issues, resolutions, and impact on business, as well as report on Metrics/KPIs
- Develop end-user communications and ongoing technical training material is required
- Impact the quality of operations provided by internal and external operations teams
- Directly affects customer satisfaction through engagement with customers and by providing transparency into operational outcomes
- Manage and engage with external vendors & internal stakeholders to negotiate contracts and key deliverables of IT assets procurement and services
- Direct and oversee vendor work
- Bachelor's Degree in Information Systems, Information Technology, Computer Science, or Engineering from an accredited college or university or equivalent experience
- 10+ years of hands-on experience in IT operations or IT Deskside Support team for a Fortune 500 company
- Broad technical knowledge of end-user technologies (Windows 10, Windows 7, MS O365, Active Directory, Cisco UCS including WebEx and Jabber)
- In-depth knowledge of IT infrastructure operations (Networking and Connectivity, Server Support, Infrastructure Projects)
- Experience managing IT Asset lifecycle from procurement to inventory management and secure disposal
- Provide support after new systems are rolled out and train non-technical end users
- Strong Customer service skills
- Good verbal and written communications skills
- Knowledge of Microsoft operating systems and Office suites
- Follow processes and procedures
- Fluent/ Native in Portuguese; advanced knowledge of English
- Ability to solve highly complex, non-routine problems and coordinate troubleshooting efforts from various teams into a cohesive solution
- Enhanced root-cause analysis skills, with the ability to identify improvement opportunities in the technology stack, suggest improvements to current processes, and demonstrated a cross-functional approach to problem resolution
- Communication (written and verbal) and presentation delivery skills are required. Strong PowerPoint skills are a must
- Experience with satellite technology (VSAT) to attend to vessels' demands
- Responsible for critical work and complex projects performed within a broader technical and business context
- Ability to think creatively and come up with solutions quickly in critical environments
- Ability to work independently as well as within a team environment
- Desired excellent organizational, project management, and communication skills
- Must be able to successfully work on multiple projects simultaneously and work under tight deadlines in a results-oriented environment
- Proven people management and leadership skills and at least 5 yrs. of relevant experience
- Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels
- P&L experience a plus
- Able to anticipate problems before they arise, plan effectively for future activities, and manage unplanned events in a controlled manner
- Experience in dealing with client contacts at a senior level
- Service delivery background in Infrastructure Management preferred
- Must be self-motivated, flexible, and highly resourceful to reach acceptable solutions at the Enterprise tier
- Must possess strong verbal & written communication skills, with demonstrated experience in effectively speaking to all levels of the organization
- Must possess strong verbal & written communication skills Able to travel if required for meetings