Group Operations Manager

Employment Type

: Full-Time

Industry

: Non-Executive Management



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aving experience of managing a team of 100+ team member covering Deskside Support team members and FSE, Service Desk, RDS, Office Automation, PC procurement team located globally. Act as Single Point of Contact for Customer to deliver the service and set the right expectation. Manages service escalation to resolution, and identifies continuous improvement opportunities as appropriate. Ensure VIP Support for Corporate users on high standard and customer service. Keep the knowledge base and runbook for the team updated with new resolution and process appropriately. Ensure Customer satisfaction. Experience on ticketing tools in managing incidents and services requests. Manage and ensure the adherence of SLA's delivery, RU reports across the towers. Responsible for Desktop and Laptop refresh. Responsible for controlling the ageing tickets and mean time to repair time. Ensuring the team is completing the successful software/patch deployment globally. Evaluate alternatives for deploying and supporting applications in a managed environment Ensuring the Tier 3 support for escalated issues are taken care appropriately Manage Operations and conduct Operational review meeting with customer stakeholders. Demonstrate good interpersonal skills with team and customer. Must have good communications skills, both written and verbal. Technical Expertise: Working technical knowledge of current tools, operating systems and

standards. ITIL v3 Expert Certified Subject matter expert in EUC technologies, deployment and infrastructure knowledge including troubleshooting experience of large environments with Reporting with latest reporting tools, O365, MS Excel, Power point, Power BI Knowledge in Windows 7, 8 & 10 experience Microsoft Office 2013 & 2016 support VDI - VMware Horizon v6 and Microsoft Intune knowledge is an advantage. Knowledge in Software deployment, Dell hardware and Mobile device troubleshooting Good understanding of Operating System Deployment (OSD) in SCCM 2012 - Windows 7, 8 & 10, vPro, IBCM, Office 2016, OneDrive, Bit locker, Skype for Business and Application deployment, CMDB updates Good to have - Leveraging VB-script, WMIC and PowerShell Scripting experience while leveraging SCCM cmdlet (1.) To anchor process improvement/compliance and other organizational initiatives (2.) To liaise with HR for recruitment / resourcing and guide and develop the team for better performance and retention (3.) To ensure business results including assistance in Project acquisition from Bid defense and Contract/Proposal review perspective (4.) To ensure customer engagement / satisfaction and referenceability (5.) To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of time- cost and quality are met (1.) To effectively manage a team of project managers to ensure timely completion of all customer project deliverables assigned to each team member (2.) To provide required support to resolve escalated issues related to programs/proje
Associated topics: forklift, fork lift, garden, inventory, mow, plant, prune, scanner, ship, transplant

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